Salesforce Support Agent
- Celonis
- 2 - 4 years
- Bengaluru
- 1 month ago
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Job Description
We are seeking a proactive and analytical Salesforce Support Agent to join our dynamic team. In this role, you will function as a Level 1 Support Engineer, providing crucial front-line support for our internal Salesforce users. You will be responsible for managing and resolving internal support cases while consistently meeting established Service Level Agreements (SLAs).
- Provide Level 1 support for Salesforce, including initial troubleshooting, diagnosing, and resolving internal user issues efficiently and effectively.
- Triage and prioritize support tickets based on severity and impact, ensuring timely resolution and communication.
- Contribute to user enablement by developing and maintaining comprehensive documentation, including user guides, FAQs, and knowledge base articles for common issues and solutions.
- Create and update internal documentation, such as support guides, release notes, and procedural documentation, to ensure knowledge sharing and consistent support processes.
- Collaborate with other support tiers and technical teams to escalate and resolve complex issues as needed.
- Monitor and report on support metrics and trends to identify areas for improvement and proactively address potential issues.
- Minimum 2+ years of experience working with Salesforce, including hands-on administration and support.
- Salesforce Administrator Certification is required.
- Demonstrated interest in pursuing a long-term career path within the Salesforce ecosystem.
- Strong customer service mindset with empathy and professionalism when interacting with internal users, prioritizing prompt and effective support delivery.
- Proven ability to troubleshoot user issues, analyze trends, identify root causes, and implement effective solutions.
- Excellent problem-solving skills with the capacity to translate user issues into clear and actionable feedback for development teams.
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: CelonisLocation(s): Bengaluru
Keyskills: Mining Service level Skill development Analytical Agile data privacy Customer service Troubleshooting CRM Salesforce
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