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SalesForce Service Support Analyst

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Publish Date: Sep 15, 2021

Location: Brussels, Vlaams-Brabant, BE

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

 

 

At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies.

 

Who are we looking for?

We hire business-minded “doers” who strive for excellence in their work and adopt a builder mindset to their day-to-day, enjoying a hands-on, end-to-end approach to the matters at hands from design to fruition. We are looking for individuals with enthusiasm for a fast-paced and international working environment.

 

The mission

In the context of the transformation operating model, Worldline is looking for a 1st line support Engineer to join our Business Solution Application (BSA) Care team. This team, located within the Merchant Service Technology & Operations Office functions, is tasked with various design and development projects pertaining to the definition and implementation of the BSA Salesforce Service roadmap.

 

As a 1st line support Engineer, you will work under the responsibility of the Head of CRM Care. You will assist and support the business teams using the Salesforce Service solution.

Worldline’s current operating model is in the middle of its largest transformation yet. This transformational effort spanning the full Merchant Services group and of which the BSA team is a strong driver is rich in many projects, technical challenges – centered on Salesforce solutions. You will work alongside a very dynamic team committed to the design and implementation of Worldline’s current and future BSA operations – and to the improvement of Worldline’s performance.

 

One of your key assignments is to diagnose, prioritize and escalate (if needed) the requests and issues raised by the Salesforce Service users. You will take ownership of user issues through to resolution - including troubleshooting, internal communication, and providing meaningful feedback to the user on a regular basis. You will act as the bridge between our users and our Salesforce team to ensure we’re acting on their feedback and continually driving the development of the Salesforce Service solution.

 

Responsibilities

  • Support the Salesforce Service users
  • Perform QA testing of change requests when required
  • Maintain the training documents
  • Share the best practices across the business teams
  • Assist the Business Analysts to translate the business requirements into actionable user stories
  • Generate metrics on tickets management (backlog, SLA)

 

Profile

  • Strong familiarity with the support processes
  • Past experience in Salesforce solution is a plus, but not required
  • Relevant experience working with stakeholders in a business environment, working across cross-functional groups to apply software solutions to business problems
  • Ability to understand current processes, evaluate areas for improvement, document gaps and a path to close the gap
  • Good understanding of business processes in particular in the Contact Centers areas
  • Excellent English written and verbal communication skills, French is a plus
  • Very hands-on and quite autonomous
  • Good problem-solving and organizational skills.
  • Reliability and result-oriented mindset, at ease in a team environment (good communication, mutual help…)

 

 

More Reasons to Join us

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, insurance package, an attractive pension scheme,…

 

What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.

 

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.


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