Job Summary
Provide end-user support to ensure effective use of Salesforce, maintain data accuracy and integrity, deliver employee training programs, and generate periodic KPI reports to optimize workforce planning and workflow efficiency across the organization.
Key Responsibilities
- Provide daily Salesforce user support, including login issues, permissions, workflows, reports, and dashboards
- Receive, categorize, and resolve user tickets/incidents; guide users to follow standard operating procedures
- Develop and maintain FAQs and user documentation for common issues and system usage
- Conduct onboarding training for new employees and ongoing Salesforce training for existing users
- Prepare and maintain various training materials, including slides, videos, cheat sheets, and user guides
- Monitor training effectiveness and continuously improve training content based on user feedback
- Extract data, generate reports, and build dashboards to track employee KPIs and team performance
- Monitor Salesforce adoption rates and data quality, ensuring data accuracy and eliminating duplicate records
- Manage basic user accounts and configure Record Types, Stages, Statuses, and simple workflows
- Support the setup of basic automation features, including reminders, alerts, and notifications
- Gather user feedback and recommend workflow improvements to enhance operational efficiency
- Collaborate closely with Salesforce Administrators and Developers to implement new features and automation initiatives
- Support quality assurance (QA) activities and conduct thorough testing before feature rollouts
- Monitor and analyze KPIs related to offline time versus actual case processing time, as well as overall team productivity
- Prepare periodic reports and insights to support leadership in workforce planning and resource allocation
- Provide information and reports as requested by direct management
- Participate in IT team continuous improvement initiatives and support other technical tasks assigned by management
Requirements
Education & Experience
- Bachelor's degree or above in Information Technology, Management Information Systems (MIS), Business Administration, or related fields.
- 1–3 years of experience supporting CRM systems, preferably Salesforce.
- Salesforce Certified Administrator certification is highly preferred.
- Experience driving Salesforce adoption or participating in CRM implementation projects using Agile/Scrum methodologies is an advantage.
Competencies & Skills
- Strong discipline, professionalism, fairness, and commitment to maintaining organizational culture and standards.
- High sense of ownership, accountability, initiative, and determination in accomplishing assigned tasks.
- Continuous learning mindset with a passion for innovation and user experience improvement.
- Excellent communication skills with patience, attention to detail, and a proactive approach to problem-solving.
- Strong listening skills to identify root causes and effectively resolve user issues and tickets.
- Training and coaching capabilities, particularly for non-technical users.
- Ability to analyze business requirements and collaborate effectively with Salesforce Administrators, Developers, and other stakeholders.
- Proficiency in Microsoft Office applications, especially Excel, Word, and PowerPoint.
- Ability to extract KPI metrics and perform basic data analysis to support decision-making.
- Solid understanding of Salesforce architecture and functionality, including Objects, Reports, Dashboards, Workflows, Tasks, and basic Automation.
- Good knowledge of CRM workflows and process improvement methodologies.
- Conversational English proficiency.
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