Job Responsibilities:

✦   Lead, mentor, and manage the helpdesk/support team to deliver high-quality service.

✦   Own and administer Salesforce Service Cloud for helpdesk operations.

✦   Manage end-to-end case lifecycle including creation, routing, escalation, and closure.

✦   Configure and optimize Salesforce features such as case queues, assignment rules, escalation rules, SLAs, and entitlement processes.

✦   Build and maintain automation using Salesforce Flows, validation rules, and workflows.

✦   Act as primary escalation point for high-priority incidents and system issues.

✦   Monitor SLAs, KPIs, and service metrics using dashboards and reports.

✦   Analyze trends and implement continuous improvements in support processes.

✦   Manage knowledge base, self-service portals, and chatbot integrations.

✦   Collaborate with IT, CRM, and business teams for enhancements and integrations.

✦   Ensure data quality, governance, and compliance within Salesforce.

✦   Support release management, UAT, and change deployments.

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Job Requirements:

✦   Bachelor’s degree in IT, Computer Science, or related field.

✦   6–10 years of IT support/helpdesk experience.

✦   3–5 years of Salesforce Service Cloud experience.

✦   Experience in leading or managing a helpdesk/support team.

✦   Strong Salesforce configuration skills including Flows, case management, dashboards, and reports.

✦   Understanding of ITIL processes including Incident, Problem, and Change Management.

✦   Experience with omnichannel support (chat, email, voice).

✦   Strong troubleshooting and analytical skills.

✦   Excellent communication and stakeholder management skills.

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Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4402185123&f_TPR=r86400&keywords=salesforce&location=India&sortBy=R&start=175

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Additional Details:

✦   On-site contract role based in Pune, India.

✦   Responsible for Salesforce Service Cloud-based helpdesk ecosystem.

✦   Includes chatbot (Einstein Bots) and automation optimization.

✦   Requires collaboration with IT and business stakeholders for continuous improvements.

✦   Contract roles are not eligible for benefits as per company policy.