Job Responsibilities:

✦   Act as Level 1 support for Salesforce end users.

✦   Handle incoming incidents and service requests via ticketing system.

✦   Provide timely, clear, and empathetic communication to users.

✦   Resolve common user issues at first contact wherever possible.

✦   Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.

✦   Assist with login and access issues, profile/role/permission set assignments, page layout and UI navigation questions, data updates, report and dashboard access issues.

✦   Guide users on best practices and standard operating procedures.

✦   Log, categorize, and prioritize tickets accurately.

✦   Follow SLA and escalation procedures.

✦   Perform initial troubleshooting and root-cause identification.

✦   Escalate complex issues to L2/L3 with proper documentation.

✦   Create and maintain knowledge articles, FAQs, and runbooks.

✦   Participate in shift-based global support operations and ensure smooth handovers across regions and time zones.

Job Requirements:

✦   2–5 years of experience in Salesforce application or CRM end-user support.

✦   Strong understanding of Salesforce profiles, roles, permission sets, and basic security model.

✦   Experience with ticketing tools such as ServiceNow, Jira Service Management, or Salesforce Service Cloud.

✦   Strong communication skills with ability to explain solutions in simple, user-friendly language.

✦   Customer-first mindset with patience and empathy.

✦   Salesforce Administrator certification preferred.

✦   Experience supporting enterprise global users is a plus.

✦   Basic understanding of integrations and data flows for triage purposes.

✦   Familiarity with ITIL incident and request management processes.

✦   Ability to work in shift-based environments and across time zones.

Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4400385667&f_TPR=r86400&keywords=salesforce&location=India&sortBy=R&start=250

Additional Details:

✦   Shift-based support model with follow-the-sun global operations.

✦   Focus on SLA compliance, first-contact resolution, and CSAT metrics.

✦   Role provides growth path toward L2 support or Salesforce Administrator positions.