Helpdesk Salesforce Support Engineer

3 days ago

Chennai, India SRM Technologies Full time

Dear Connection,


Greeting from SRM Technologies


We have Immediate Job Opportunity for Helpdesk Salesforce Support Engineer with SRM Technologies, Chennai.


Relevant Experience: 2 to 4 Years

Location: Chennai

Notice Period: Prefer Immediate or Short Notice


Certification: ITIL, SAC (ADM 201)

Shifts: Rotational – 24 X 7


Job Description:


Overview: We are seeking a skilled Salesforce Helpdesk Support Engineer to join our dynamic team. The ideal candidate will have a strong background in Salesforce administration, troubleshooting, and user support. You will be responsible for providing technical assistance, resolving user access issues and repetitive tasks. This role requires excellent communication skills, a customer-centric approach, and the ability to thrive in a fast-paced environment.


Responsibilities:


  • Provide first-level technical support for Salesforce users, addressing inquiries, access issues, and service requests in a timely and professional manner.
  • Troubleshoot and resolve user-reported problems related to Salesforce configuration.
  • Triage incoming tickets and assign to the appropriate BT queues
  • Assist users with navigating Salesforce features, modules, and workflows, providing guidance and training as needed.
  • Collaborate with internal teams, including BT Salesforce admins/analysts, and business stakeholders, to resolve complex issues.
  • Document support tickets, including detailed descriptions of reported issues, troubleshooting steps, and resolution outcomes.
  • Conduct user training sessions and create training materials to promote Salesforce adoption and proficiency.
  • Monitor system usage, identify potential issues or trends, and proactively address them to ensure repetitive tasks are performed seamlessly on Salesforce platform.
  • Stay up-to-date on Salesforce releases, features, best practices, and industry trends to provide informed support and recommendations.
  • Participate in testing and validation of Salesforce upgrades, patches, and updates prior to deployment.
  • Contribute to the development and maintenance of Salesforce knowledge base articles, FAQs, and documentation to support self-service capabilities for users.
  • Effectively address and resolve cases according to defined SLAs/SLOs
  • Manage user accounts, permission sets, profiles, roles, and organization-wide defaults (OWD).
  • Implement and maintain sharing models and security settings.
  • Create and manage custom objects, fields, and relationships, including junction objects.
  • Design and optimize sales processes within Salesforce.
  • Implement and manage Opportunity stages, Sales paths, and validation rules.
  • Develop and maintain Salesforce Flows (Screen Flows, Record-Triggered Flows) and other automations.
  • Create and manage reports, custom report types, and dashboards.


Requirements:


  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Proven experience in Salesforce administration with at least 1 year of hands-on experience.
  • Good understanding of Salesforce architecture, data access model and security model.
  • Excellent problem-solving skills and the ability to troubleshoot technical issues independently or collaboratively.
  • Ability to learn new tools and processes quickly and apply skills
  • Proven analysis, troubleshooting and problem-solving skills
  • Exceptional interpersonal and communication skills, with the ability to interact effectively with users at all levels of the organization.
  • Customer-centric mindset with a passion for delivering high-quality support and service.
  • Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
  • Experience working in a helpdesk or technical support role, preferably supporting Salesforce or other CRM systems.
  • Salesforce Administrator certification (ADM 201) would be nice to have.
  • Knowledge of ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management is a plus.


Regards

Surendar.P

Talent Acquisition

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