About the role

Salesforce L2 consultant providing configuration and data support for luxury retail clients at VO2, a global tech and digital consulting firm. Coordinating North American users, Paris service teams, and L3 engineers without development work.

Responsibilities

Take full ownership of Level 2 ticket investigation: analysis, configuration fixes, and data corrections
Build and maintain the knowledge base in ServiceNow, shared with the service desk
Detect recurring incidents and open continuous improvement tickets to address root causes
Maintain daily liaison with the Paris service desk regarding ticket routing and classification
Coordinate with the L3 engineering team for complex incidents requiring code-level intervention
Serve as the primary interface to client teams during North American business hours
Participate in daily stand-ups and governance meetings
Resolve a target volume of 5 to 8 tickets per day during the pilot phase
Provide pure L2 support on Salesforce Sales Cloud and Service Cloud, without development work

Proven experience with Salesforce Sales Cloud and Service Cloud, intermediate to senior level
Knowledge of integration environments, particularly MuleSoft
Fluent English, spoken and written, required
Spanish or French is a strong plus
Strong coordination skills with multiple teams: mobile, POS, L1 and L3
Located in North America: Canada or USA
Experience in luxury retail or CRM clienteling is an asset
Exposure to mobile applications is an asset
Daily use of ServiceNow and Jira is an asset
Availability to work during North American business hours

Unlimited snacks, cereal, fruit, drinks & coffee
Team social events, Mario Kart sessions, ping-pong and foosball
Supportive and collaborative work environment
Company ranked Platinum on ChooseMyCompany HappyIndexAtWork 2026
Flexible working hours
Option to work remotely for several months per year outside Canada
Free access to on-site gym and showers
100% employer-paid health insurance for employees and 50% coverage for partners and children
Life, health, disability, dental, vision, paramedical and massage insurance
Group RRSP and TFSA savings plan with 100% matching of DPRB, up to 4% of annual salary, with a 2-year vesting period
60% covered OPUS public transit pass
Company-provided equipment: laptop, external monitor, mouse, keyboard and headset
Welcome pack with goodies and gifts
Access to Babbel for language learning
Access to Udemy for professional training
Great Place to Work certified