Salesforce Support Specialist

2 days ago

Kolkata, West Bengal, India beBeeIncident Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Job Opportunity:

This is a chance to join a dynamic team as an Incident Manager, responsible for overseeing the intake, prioritization, and resolution of Salesforce-related incidents. The role demands timely resolution or escalation of service cases, ensuring seamless support during Hypercare and ongoing phases.

Key Responsibilities:

  • Monitor and manage incoming Salesforce incident tickets
  • Triage issues and route them to relevant project team members (Admin, Dev, Project Manager or backlog submission)
  • Communicate effectively with internal users to resolve or escalate cases
  • Guarantee adherence to Service Level Agreements (SLAs) and proper documentation of case resolutions
  • Identify recurring issues and contribute to FAQ and known issue documentation

Required Skills & Qualifications:

  • Strong familiarity with Salesforce Service Cloud (navigation, case management)
  • Experience in incident handling, triage, and escalation workflows
  • Clear and professional communication skills; comfortable with user engagement
  • Attention to detail and ability to work under pressure across shifts
  • Technical aptitude with patience for user learning curves
  • Familiarity with internal tooling (e.g., Kayako, backlog forms)

Work Model:

  • Follow-the-Sun coverage: 6AM – 2AM ET, with light weekend support
  • Experience in Salesforce Service Cloud and case management
  • Strong communication and triage skills
  • Availability for coverage across a Follow-the-Sun model (6AM–2AM ET)
  • Familiarity with incident handling, backlog submission, and escalation paths

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