Salesforce Production/Business Support Analyst

1 week ago

India Movate Full time

Position: Permanent

Role : Production/Business Support

Experience : 5+ Years

Location : Bangalore

Work Mode: WFO/Hybrid

Shift : General

About the Company

Movate, formerly called CSS CORP, is a new age services company that harnesses the power of digital technologies to reimagine customer engagements.

We enable businesses to anticipate and face disruptions effectively through our digital, technology and support services.

We are a global customer experience and technology consulting services provider and a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises. We have a diverse team of over 11,500 customer-centric thinkers, collaborators, and co-creators across 20 global locations.

About the Role:

We are seeking a Production/Business Support specialist to provide application and BAU support for our Client Systems, particularly, our Salesforce CRMs. This role is responsible for providing first-line support for end-user queries and issues related to Client System functionalities and data. This role will also contribute to knowledge base and training material development, and support Service Level Agreement (SLA) initiatives to streamline processes and reduce resolution times.

Responsibilities:

  • Act as the primary contact for user inquiries, troubleshooting and resolving issues to ensure a seamless experience.
  • Address non-self-serviceable requests, including configuration updates, data uploads, and bulk changes using tools like Salesforce Data Loader.
  • Log, prioritize, and collaborate with product teams on resolving Salesforce bugs and complex technical issues.
  • Monitor critical issues, escalate as needed, and provide workarounds for unsupported functionality.
  • Investigate and resolve data synchronization and upload errors across Salesforce and integrated systems.
  • Manage user accounts, roles, and permissions in compliance with security policies.
  • Maintain optimal system performance by proactively identifying and resolving potential issues.
  • Support user onboarding with training sessions and create knowledge base articles, training materials, and run books for common issues.
  • Gather user feedback and pain points, sharing insights with product teams to inform enhancements.
  • Contribute to quality assurance by validating new features and updates for functionality and reliability.
  • Assist in refining Service Level Agreements (SLAs) to enhance service delivery and user satisfaction.

Required Skills:

  • Strong analytical and troubleshooting skills, with the ability to diagnose and resolve application and data issues.
  • Proficient in Salesforce configuration (e.g., workflows, validation rules, permissions, reports, dashboards).
  • Experience with data tools like Salesforce Data Loader for bulk updates and uploads.
  • Familiarity with resolving integration errors and providing creative solutions to system limitations.
  • Excellent communication skills to explain technical details clearly and concisely to users.
  • Experience in knowledge base management, documentation, and process improvement.
  • Background in Salesforce and other digital application technical support is a strong advantage.

Qualifications:

Any Graduate

Equal Opportunity Statement

Movate provides equal opportunity to diversity and inclusivity.

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