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.

✦   Handle login and access issues.

✦   Manage profile, role, permission set assignments.

✦   Address page layout and UI navigation questions.

✦   Perform data updates, corrections, and basic troubleshooting.

✦   Resolve report and dashboard access issues.

✦   Guide users on best practices and standard operating procedures.

✦   Accurately log, categorize, and prioritize tickets.

✦   Follow defined 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.

✦   Reuse knowledge to improve first-contact resolution.

✦   Identify repeat issues and suggest improvements or automation.

✦   Participate in shift-based, follow-the-sun support model.

✦   Ensure smooth handovers across regions and time zones.

✦   Adhere to support processes and quality standards.

Job Requirements:

✦   Hands-on experience providing Salesforce L1 / end-user support.

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

✦   Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud).

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

✦   Customer-first mindset with patience and empathy.

✦   Salesforce Administrator certification (preferred but not mandatory).

✦   Experience supporting global users in an enterprise environment.

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

✦   Familiarity with ITIL incident and request management.

✦   Calm and professional under pressure.

✦   Strong ownership and follow-through.

✦   Comfortable working across cultures and time zones.

✦   Willingness to work in shifts and support peak business hours.

✦   Team player who actively shares knowledge.

Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.naukri.com/job-listings-salesforce-l1-support-engineer-end-user-support-ness-digital-engineering-pune-2-to-5-years-100426502678?src=jobsearchDesk&sid=1775891670029930_1&xp=3&px=2

Additional Details:

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

✦   Requires working across time zones and shift rotations.