Salesforce Incident Resolution Professional
3 days ago
This role involves managing the intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Timely resolution or escalation of service cases is crucial to ensure customer satisfaction.
Key Responsibilities:- Monitor and manage incoming Salesforce incident tickets
- Triage issues and route to appropriate team members (Admin, Dev, Project Manager or backlog submission)
- Communicate with internal users to resolve or escalate cases
- Ensure Service Level Agreement (SLA) adherence and proper documentation of case resolutions
- Identify repeat issues and contribute to FAQ and known issue documentation
- 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
- Detail-oriented and able to work under pressure across shifts
- Technical aptitude with patience for user learning curves
- Familiarity with internal tooling (e.g., Kayako, backlog forms)
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