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, and basic troubleshooting.

✦   Support 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.

✦   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 or 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.

✦   Customer-first mindset with patience and empathy.

✦   Salesforce Administrator certification preferred.

✦   Experience supporting global users in an enterprise environment.

✦   Basic understanding of integrations and data flows.

✦   Familiarity with ITIL incident and request management.

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

Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.naukri.com/job-listings-salesforce-l1-support-engineer-ness-digital-engineering-pune-3-to-8-years-050326005812?src=jobsearchDesk&sid=17758050550028413_4&xp=6&px=5

Additional Details:

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

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