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About the role
Role Overview: You will be joining as an experienced SFDC L2 Support Analyst to offer second-level technical support for Salesforce CRM applications. Your main responsibilities will include troubleshooting issues, resolving incidents, performing root cause analysis, and ensuring system stability. A good understanding of Salesforce configuration, user management, and support processes is essential for this role. Key Responsibilities: - Provide L2 support for Salesforce applications, resolving user issues and incidents within defined SLAs. - Analyze, troubleshoot, and resolve functional and technical issues in Salesforce modules. - Perform user administration, including role/profile management and permission setup. - Monitor system performance, integrations, and scheduled jobs. - Work closely with L1 and L3 teams to escalate and resolve complex issues. - Document solutions, create knowledge base articles, and support release activities. - Collaborate with business users and developers to ensure smooth Salesforce operations. Qualification Required: - Strong understanding of Salesforce CRM concepts (Sales Cloud, Service Cloud). - Experience in Salesforce configuration, workflows, validation rules, and reports. - Knowledge of Apex, Visualforce, Lightning Components, and SOQL is an advantage. - Familiarity with ServiceNow or JIRA for ticket management. - Excellent analytical, communication, and customer service skills. Additional Details: The company is looking for a candidate with Salesforce Administrator or Platform App Builder certification, experience in Salesforce integrations, and data migration tools (Data Loader, Workbench), and exposure to Agile/Scrum environments. Role Overview: You will be joining as an experienced SFDC L2 Support Analyst to offer second-level technical support for Salesforce CRM applications. Your main responsibilities will include troubleshooting issues, resolving incidents, performing root cause analysis, and ensuring system stability. A good understanding of Salesforce configuration, user management, and support processes is essential for this role. Key Responsibilities: - Provide L2 support for Salesforce applications, resolving user issues and incidents within defined SLAs. - Analyze, troubleshoot, and resolve functional and technical issues in Salesforce modules. - Perform user administration, including role/profile management and permission setup. - Monitor system performance, integrations, and scheduled jobs. - Work closely with L1 and L3 teams to escalate and resolve complex issues. - Document solutions, create knowledge base articles, and support release activities. - Collaborate with business users and developers to ensure smooth Salesforce operations. Qualification Required: - Strong understanding of Salesforce CRM concepts (Sales Cloud, Service Cloud). - Experience in Salesforce configuration, workflows, validation rules, and reports. - Knowledge of Apex, Visualforce, Lightning Components, and SOQL is an advantage. - Familiarity with ServiceNow or JIRA for ticket management. - Excellent analytical, communication, and customer service skills. Additional Details: The company is looking for a candidate with Salesforce Administrator or Platform App Builder certification, experience in Salesforce integrations, and data migration tools (Data Loader, Workbench), and exposure to Agile/Scrum environments.
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