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Business Analyst-Salesforce Techno functional lead

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Hyderabad, India Genpact Full time
With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.We are inviting applications for the role of Business Analyst-Salesforce Techno functional lead

Responsibilities• Answering general inquiries: Responding to customer questions about Salesforce Service Cloud features, functionality, pricing, or licensing options.• Assisting with case management: Guiding customers on how to create, update, and manage cases within Salesforce Service Cloud, including assigning cases to appropriate agents or teams.• Providing guidance on knowledge base: Assisting customers with creating and managing knowledge articles, including how to search for and share relevant information with customers.• Troubleshooting basic issues: Helping customers with common Salesforce Service Cloud issues, such as case creation errors, email-to-case configuration, or case assignment rules.• Assisting with basic customization: Providing guidance on customizing Salesforce Service Cloud, such as creating custom fields, page layouts, or workflows specific to case management.• Offering guidance on entitlements and SLAs: Assisting customers with setting up and managing entitlement processes, service level agreements (SLAs), and milestones within Salesforce Service Cloud.• Resolving user access issues: Assisting customers with user access problems, such as granting or revoking user permissions, troubleshooting permission-related errors, or managing user roles within Service Cloud.• Providing guidance on service console: Assisting customers with navigating and using the Salesforce Service Cloud console, including how to view and manage cases, access customer information, and collaborate with other agents.• Assisting with basic integrations: Helping customers with basic integration tasks, such as connecting Salesforce Service Cloud with other applications or setting up data synchronization for case management.• Ensuring customer satisfaction: Ensuring that customers are satisfied with the support provided, following up on any unresolved issues, and seeking feedback to improve the overall support experience.

Minimum Qualifications• Graduate / ITIL Certification• Good years’ experience in Salesforce as techno functional• Salesforce Project Implementation or Support Experience• University graduatePreferred qualifications• Ability to give advice on Salesforce Support & articulate issues.• Builds and maintains effective relationships with all stakeholders.• Is willing to understand the business environment; demonstrates sensitivity to business needs and requirements.• Takes independent action – implements new insights or potential solutions without prompting; does not wait for others to act or request action.• Sets up ongoing procedures to collect and review information needed to fulfil accountabilities.• Good interpersonal skills• Uses appropriate interpersonal styles and techniques to gain acceptable of ideas and plans.• Effectively supervises the results of delegations, assignments and projects; good team leadership skills.• Identifies issues, problems and opportunities and determines whether action is needed.• Has the ability to influence group to take constructive decisions.• Demonstrates the ability to focus on the detail while maintaining a big picture approach.• Demonstrates initiative and a willingness to challenge the status quo.• Is willing to accept advice and mentorship from others.