Salesforce Incident Resolution Specialist

2 days ago

Kolkata, West Bengal, India beBeeIncidentManager Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description

As a Salesforce Incident Manager, you will be responsible for overseeing the effective management of Salesforce-related incidents during Hypercare and ongoing support phases. This role requires timely resolution or escalation of service cases, ensuring seamless transitions to a scalable Level 2 support model.

Key Responsibilities:
  • Monitor and manage incoming Salesforce incident tickets, utilizing your technical aptitude to identify potential issues and escalate accordingly.
  • Triage problems and route them to the appropriate project team members (Admin, Dev, Project Manager or backlog submission), promoting efficient collaboration and communication.
  • Communicate with internal users to resolve or escalate cases, showcasing clear and professional communication skills.
  • Ensure Service Level Agreement (SLA) adherence and proper documentation of case resolutions, maintaining high standards of accountability.
  • Identify repeat issues and contribute to FAQ and known issue documentation, enhancing the organization's knowledge base.
Required Skills & Experience:
  • Familiarity with Salesforce Service Cloud, including navigation and case management, is essential for success in this role.
  • Experience in incident handling, triage, and escalation workflows will serve as a solid foundation for this position.
  • Candidates should possess clear and professional communication skills, along with comfort engaging with users.
  • Detail-oriented individuals who can work under pressure across shifts will thrive in this dynamic environment.
  • A basic understanding of technical concepts and patience for user learning curves is crucial for effective onboarding.
  • Familiarity with internal tooling (e.g., Kayako, backlog forms) will facilitate smooth integration into the team.

Work Model: Follow-the-Sun coverage: 6AM – 2AM ET, with light weekend support. Strong communication and triage skills are vital for success in this role. Availability for coverage across a Follow-the-Sun model (6AM–2AM ET) is required. As a Salesforce Incident Manager, you will receive training on Salesforce and collaborate with the project team and current pilot customer case issue management as outlined.

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