Description

You will act as the first point of contact for Salesforce incidents and service requests.

Responsibilities

• Triage, categorize, and route tickets based on defined SOPs and escalation paths.
• Monitor system alerts and integrations, escalating issues to L2 or technical teams.
• Provide resolutions for service requests following approved SOPs and guidelines.
• Manage user access requests, including role and profile assignments, under SOP control.
• Maintain clear ticket documentation and update status within SLA timelines.

Required Skills

• 1–3 years of experience in Salesforce user support or application operations.
• Familiarity with ticketing and monitoring tools like ServiceNow or Jira.
• Knowledge of SOP-driven support processes, SLAs, and escalation frameworks.
• Exposure to Service Cloud, Sales Cloud, CPQ, or Field Service.
• Strong analytical and documentation skills.
• Any Graduate education.

Key Skills

Education

Any Gradute