Salesforce Support Coordinator

Our Client SOS Children’s Villages International – Branch office Skopje is looking for a qualified and motivated candidate for the position Salesforce Support Coordinator

Location: Skopje/ North Macedonia

SOS Children’s Villages International https://www.sos-childrensvillages.org/ is the umbrella organization for over 130 SOS Children’s Villages associations worldwide. As a non-governmental social development organization, SOS Children’s Villages International helps children without parental care and families in difficult living conditions through services in care, education, health and emergency relief, and advocacy for children’s rights.

Purpose of the position

Salesforce Support Coordinator contributing for the analysis, planning and monitoring the implementation, acceptance, documentation, release management and user-support.

As well contributing in the integration project between Salesforce and define other application used by Member Association’s and training end users in any Member Association.

What you will do

• Support Power user from each Member Association towards flawless functioning of Salesforce System
• Manage Salesforce Helpdesk by providing 2nd level of support, as well as coordinate and monitor resolving tickets by 3rd level of support
• Organize and hold training to Member Association’s users, prepare training materials and continue supporting them around the Solution
• Engage in continuous improvement of the support processes
• Work closely with Regional Salesforce Business Analyst to support on daily activities

Requirements

• University degree
• Previous experience in management and coordination of IT software support, holding software training and perform business analysis
• Experience in using Jira system
• Outspoken track-record and experience with CRM-systems, preferably Salesforce
• Experience in creating training materials (like user manuals, presentations, FAQ, import templates, etc)
• Business analyst skills
• Solution oriented, efficient task prioritization and time management
• Analytical and proactive mind-set to drive best-practices and the use of common processes
• Strong communication, presentation and interpersonal skills and able to handle diverse virtual teams
• Excellent command of English, fluency in Serbo-Croatian, Russian and Spanish language knowledge will be considered as an asset
• Ready to work from noon to late afternoon
• Understanding of Fundraising and F2F-mechanism & business processes to better comprehend processes, issues and needs of users is desirable
• Experience in Software Solution testing process is an advantage
• International work experience with inter-cultural teams is an advantage
• Able to work both in team and independently, keeping overview and resilient in stress peaks

Offer

• A diverse range of interesting tasks in a leading i-NGO multicultural working environment
• As a responsible employer SOS Children’s Villages International provide a range of training schemes and encourage educational enhancement
• A salary that will be commensurate with experience and qualifications
• 13th salary, private health insurance, hybrid work model

If you are interested in this position, please send your detailed application in English