SFDC Support Engineer - Bangalore, India - Coreflex Solutions Pvt Ltd

Description

The Salesforce Support Engineer is responsible for providing technical support to customers using Sales Cloud.

• You will play a vital role in ensuring the smooth operation and optimization of our Salesforce platform.
• You will be responsible for providing technical support to users, troubleshooting issues, and collaborating with crossfunctional teams to enhance the Salesforce experience for both internal users and external customers.
• This role requires a deep understanding of Salesforce functionality, excellent problemsolving skills, and effective communication with stakeholders.

Roles &Responsibilities :

• Provide Tier 2 and Tier 3 technical support to users experiencing issues with the Salesforce platform.
• Investigate and resolve incidents related to Salesforce configuration, customization, integration, and data management.
• Collaborate with Tier 1 support team to ensure timely and accurate responses to user inquiries.
• Document and track support cases, ensuring proper categorization, prioritization, and resolution.
• Analyse and troubleshoot complex issues involving Salesforce workflows, automation, security, and thirdparty integrations.
• Assist in the design, development, and testing of solutions to address recurring problems or improve system performance.
• Collaborate with developers, administrators, and business analysts to implement enhancements, patches, and upgrades to the Salesforce platform.
• Maintain a strong understanding of Salesforce best practices, new features, and updates.
• Participate in oncall rotation to provide afterhours support when necessary.
• Conduct training sessions for users to promote selfservice and prevent common issues.
• Contribute to the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides.

Qualifications :

• Bachelor s degree in computer science, Information Technology, or related field (or equivalent work experience).
• Salesforce Administrator certification is required; additional certifications such as Salesforce Advanced Administrator or Salesforce Platform App Builder are a plus.
• Proven 4+ years of experience supporting in Salesforce.
• Strong understanding of Salesforce platform architecture, data model, and security features.
• Should know ITSM principles and Major incident management process.
• Proficient in troubleshooting complex issues related to Salesforce configuration, customizations, and integrations.
• Familiarity with programming languages such as Apex and Lightning Components is a plus.
• Excellent communication skills with the ability to convey technical information to nontechnical users.
• Strong problemsolving skills and the ability to work independently and collaboratively.
• Prior experience in a customerfacing role and a dedication to delivering exceptional customer service.
• Knowledge of ITIL or other IT service management frameworks is advantageous.
• Experience with Sales cloud, Jira, ServiceNow, or similar support ticketing systems is preferred.
• Ability to adapt to a dynamic and fastpaced environment with shifting priorities.

Skills :
Principles,salesforce Functionality,troubleshooting Guides,data Management,lightning Components,salesforce Configuration,salesforce Platform,third-party Integrations,salesforce Platform Architecture,salesforce Advanced Administrator,incident Management Process,troubleshooting Complex Issues,salesforce Support Engineer,track Support Cases,salesforce Platform App Builder

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