Job Responsibilities:

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

✦   Own and administer the Salesforce Service Cloud platform for all helpdesk operations.

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

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

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

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

✦   Monitor SLAs, KPIs, and service metrics through Salesforce dashboards and reports.

✦   Analyze trends and implement continuous improvements in support processes.

✦   Manage knowledge base, self-service portals, and chatbot (Einstein Bots) 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 experience in IT support/helpdesk roles.

✦   3–5 years of hands-on experience with Salesforce Service Cloud.

✦   Proven experience in leading or managing a support/helpdesk team.

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

✦   Good understanding of ITIL processes (Incident, Problem, Change Management).

✦   Experience with omni-channel support including chat, voice, and email integration.

✦   Strong troubleshooting, analytical, and problem-solving skills.

✦   Excellent communication and stakeholder management skills.

✦   Salesforce Administrator or Service Cloud Consultant certification preferred.

✦   Experience with Salesforce integrations (APIs, middleware) and DevOps tools is a plus.

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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=250

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Additional Details:

✦   Contract role not eligible for benefits including medical, dental, vision, and 401(k).

✦   Company may use AI tools to support parts of the hiring process but final decisions are made by humans.

✦   Fraud alert: Company does not request money or purchases during recruitment process.

✦   Experience with enterprise-scale Salesforce environments and automation tools like Einstein Bots is preferred.