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Helpdesk Salesforce Support Engineer

3 months ago

Delhi, 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 YearsLocation: ChennaiNotice 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 queuesAssist 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/SLOsManage 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 skillsProven analysis, troubleshooting and problem-solving skillsExceptional 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.

RegardsSurendar.PTalent Acquisition