Description

Provide Level 2 support for the Salesforce platform, focusing on triage, troubleshooting, and direct user assistance.

Responsibilities

  • Perform basic triage of incoming support cases and work directly with end users.
  • Conduct troubleshooting and root cause analysis for platform issues.
  • Manage appropriate escalation of cases requiring configuration or development to Level 3 support.
  • Create reports and dashboards to meet business requirements.
  • Implement technical and coding solutions within the scope of Level 2 support.

Required Skills

  • 2+ years of experience in a technical support role.
  • Previous experience providing Level 2 support for the Salesforce.com platform.
  • Proficiency with Salesforce profiles, roles, and validation rules.
  • Hands-on experience using a ticketing system, specifically SMAX.
  • Ability to perform technical troubleshooting and root cause analysis.
  • Bachelor's degree.

Preferred Skills

  • Experience with NetSuite OpenAir.
  • Experience with the Wipro Estimator Salesforce module.

Key Skills
Education

Bachelor's degree

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