Support Engineer

• Diagnose and resolve technical issues reported by Salesforce customers across various modules like Sales, Service Cloud.
• Analyze error logs, data discrepancies, and system configurations to identify root causes.
• Provide timely and accurate solutions to customer inquiries via phone, email, and online ticketing systems.
• Explain complex technical concepts in a clear and understandable manner to users with varying levels of technical expertise.
• Help and solve high priority issue (P1, P2, MI etc.) and ensure timely communication to stakeholders.
• Build strong relationships with customers by actively listening to their needs and concerns.
• Manage customer expectations and effectively communicate progress on support cases.
• Escalate complex issues to relevant teams when necessary and ensure timely resolution.
• Other duties as assigned.

Qualifications

• Working experience in Salesforce Sales/Service/Marketing Cloud; Salesforce certifications will be added advantage.
• Working knowledge in Salesforce coding language - Alex, Visual Force, Lightning, and salesforce configuration
• Experience in ITSM process management (Incident / Service Request / Change / Problem management etc.)
• Experience in stakeholder management.

PREFERRED QUALIFICATIONS

• Overall, 4-5 years of IT experience and experience in working Salesforce application and platform support.

KEY BEHAVIORS

• Solves technical issues of Salesforce customers independently as team member
• Develop and deliver multimode communications that convey a clear understanding of the unique needs of different audiences.