Key Responsibilities at this Role
- Troubleshoot and resolve Propel and Salesforce issues across sandbox and production environments, escalating complex cases when required.
- Manage customer support via Salesforce Cases, Zoom, and other channels, ensuring clear communication and effective issue de-escalation.
- Act as the primary support contact for Premier Support customers, triaging and routing cases efficiently.
- Prioritize and manage critical support tickets, ensuring SLA compliance and timely resolution.
- Collaborate with cross-functional teams and contribute to a continuous improvement culture.
- Manage Salesforce environment operations, including org provisioning, package upgrades, deployments, post-install configurations, and pre-deployment testing.
- Create and maintain customer-facing documentation to improve knowledge sharing and self-service.
- Support and configure Propel One (AI suite), including Salesforce Agentforce, Data Cloud, permissions, and AI deployments, while guiding customers on AI adoption.
Skill: The Expertise RequiredMust-Haves for this Role
- 1+ years of experience in Salesforce administration, troubleshooting, and technical/application support.
- Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent hands-on technical experience).
- Working knowledge of SQL, SOQL, and database administration (SQL scripting is a plus).
- Experience with QMS platforms (e.g., eQMS/LMS/validated systems) and Jira or similar issue-tracking tools.
- Strong written and verbal communication skills, with the ability to explain technical concepts to diverse audiences.
- Eagerness to learn new technologies, processes, and product domains in a fast-paced environment.
- Ability to collaborate effectively with global, cross-functional teams.
- Strong analytical and problem-solving skills, with the ability to resolve complex technical issues under pressure.
- Experience creating and maintaining clear technical documentation for internal and external users.
- Exposure to AI tools, LLMs, and Salesforce Agentforce is a plus, especially for supporting Propel One implementations.
Skills: customer,communication,documentation,sql,salesforce
