Responsibilities:

  • Provide Level 1 technical Salesforce support for three instances
  • Identify trends and root cause analysis for issues and liaise with the respective stakeholders for resolution
  • Create and maintain fields, views, reports, dashboards, campaigns and other SFDC objects and functions.
  • Provide guidance and educate the users on perceived bugs
  • Create and manage basic – medium validation rules
  • Keep application / product owners informed about system functionality and issues
  • Logging and tracking identified system problems through resolution
  • Creating and maintaining documentation on cases, guidelines, and policies
  • Prioritize and respond to all user requests that come into the SFDC cases system and make sure all requests are handled correctly within defined SLA’s

Qualifications and Skills:

  • 2 years of Experience in SFDC Technical Support (Cases) is mandatory with at least 4 years of overall experience in Customer Support Industry
  • L1 Technical troubleshooting of all objects in SFDC and critical thinking skills
  • Willing to work and support in PST business hours
  • Excellent English communication skills (Verbal and Written)
  • Ability to work independently and as part of a team. Being collaborative is crucial for this team
  • Demonstrate analytical skills and creative problem-solving approach
  • Demonstrate the ability to be proactive and to find solutions outside of the box

Demonstrate ability to achieve business goals and commitment to customer satisfaction

Required Candidate profile

Technical Skills

Primary Skill MS Excel

Proficiency Level PL1

Rqrd./Dsrd. Required

Domain Skills

Primary Skill Online/Digital Marketing

Proficiency Level NA

Rqrd./Dsrd. Desired

Proficiency Legends

Proficiency Level PL1

Generic Reference The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels

Proficiency Level PL2

Generic Reference The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

Proficiency Level PL3

Generic Reference The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

Proficiency Level PL4

Generic Reference The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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