Salesforce Incident Resolution Professional

3 days ago


Kolkata, West Bengal, India beBeeSkill Full time ₹ 50,00,000 - ₹ 1,00,00,000
Incident Management Specialist Job Description:

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
Required Skills & Experience:
  • 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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