Role & responsibilities
- ProvideTier 2/Tier 3 Salesforce supportto end-users, resolving technical issues related to Salesforce functionality, customizations, and integrations.
- UseSOQLto query and analyze Salesforce data for troubleshooting, reporting, and validation purposes.
- Lead and mentor a team of 25 Salesforce support analysts, ensuring high-quality service delivery and adherence to SLAs.
- Collaborate with Salesforce administrators and developers to resolve system bugs, improve performance, and manage enhancements.
- Document support procedures, issue resolutions, and technical guidance for internal knowledge sharing.
- Conduct regular team check-ins, performance reviews, and support training initiatives to improve team capabilities.
- Monitor and report on Salesforce system health and user feedback, escalating critical issues to technical teams as needed.
- Work with business stakeholders to understand requirements, assist with testing, and validate solutions.
Required Qualifications:
- 3+ years of hands-on experience in Salesforce support roles.
- Proficiency inSOQLfor data extraction and analysis.
- 1+ year of experience in ateam leadership or supervisory role, ideally in a technical support or CRM environment.
- Strong understanding of Salesforce architecture, standard/custom objects, workflows, reports, and dashboards.
- Excellent problem-solving skills and attention to detail.
- Ability to prioritize tasks in a dynamic, fast-paced environment.
- Strong written and verbal communication skills.
Preferred Qualifications:
- Salesforce Administrator (ADM 201) Certification or equivalent experience.
- Experience with Salesforce Service Cloud, Sales Cloud, or other Salesforce products.
- Familiarity with case management tools and ITIL support processes.
- Knowledge of Apex, Visualforce, or Lightning Components is a plus.
