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