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, corrections, report and dashboard access issues.

✦   Guide users on best practices and standard operating procedures.

✦   Log, categorize, and prioritize tickets accurately.

✦   Follow SLAs and escalation procedures.

✦   Perform initial troubleshooting and root-cause identification.

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

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

✦   Participate in shift-based global support operations and ensure smooth handovers.

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 language.

✦   Customer-first mindset with patience and empathy.

✦   Ability to work in shift-based global support model.

✦   Familiarity with ITIL incident and request management preferred.

✦   Salesforce Administrator certification preferred.

Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4400389539&f_TPR=r86400&keywords=salesforce&location=India&sortBy=R&start=900

Additional Details:

✦   Hybrid work model with shift-based support across global time zones.

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

✦   Role involves knowledge base creation and continuous process improvement.

✦   Opportunity to grow into L2 support, Salesforce Admin, or platform roles.