Job Description
We are looking for a talented Technical Specialist Salesforce to join our team at AirAsia. In this position, you will work closely with product managers to create custom solutions on the Salesforce platform, enhancing our Customer Support and operational capabilities. Your expertise will be essential in designing scalable, secure systems that integrate with third-party services, ensuring outstanding user experiences and operational efficiency.
What You’ll Do:
Serve in different capacities as business process analyst, RPA developer, support and course trainer as assigned and/or required on multiple and simultaneous assignments
Collaborate with product managers to deliver strategic value through custom applications developed on Salesforce and our internal software stack.
Design and implement highly available, scalable, and secure systems within the Customer Happiness ecosystem, including integrations with third-party platforms such as Navitaire and chatbot.
Adhere to change management policies to maintain data integrity and system stability.
Analyze performance metrics to drive business value.
Develop user-friendly interfaces for complex systems and high-quality tools.
Assume technical ownership of projects while managing system resources effectively.
Work closely with cross-functional teams, including Product Managers, Customer Happiness, the Preflight Team, and Online Travel Agents.
Provide first-line support in collaboration with the Customer Happiness team to troubleshoot and verify issues reported by customers in the Salesforce production environment, logging bugs into the backlog for resolution.
Accountable for every assigned task for fixing, enhancement and delivering the right support
Provide L1 – L3 support to the existing processes, review and improve documentation, and implement the change request according to the priority of incident and request
Staying updated with current technical and industry developments
Minimum Qualifications:
Technical Skills:
Salesforce Platform Development:
Proficient in Apex Triggers & Classes, Async Apex, and Salesforce integrations with third-party APIs (REST and SOAP).
Experience with Lightning development using the Aura and LWC frameworks.
Skilled in configuring and customizing Process Builder, Flows, validation rules, and Object schema.
Strong understanding of Salesforce platform features.
Agile proficiency, with a clear grasp of CI/CD processes and deployment across Salesforce instances.
Experience with Salesforce data migration, backup, archival, and retention strategies.
Hands-on experience with Einstein Analytics, AI models, and predictive analysis.
Proficient in using Change Sets and VS Code for deployment processes.
Salesforce Service Cloud Experience:
Knowledge of case management processes.
Familiarity with omni-channel support, live chat APIs, entitlement processes, and support workflows.
CTI setup experience is preferred.
Community/Experience Cloud Experience:
Ability to customize and build Salesforce Community Cloud applications, developing Partner/Customer self-service community solutions in accordance with Salesforce best practices.
Experience building community sites and knowledge of Customer Service Management (CSM).
Certifications Required:
If you are passionate about leveraging technology to enhance customer experiences and meet the challenges of a dynamic environment, we invite you to apply and become a key member of our innovative team.
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.