Salesforce Support Specialist

22 hours ago

Kolkata, West Bengal, India beBeeCustomerSupport Full time ₹ 12,00,000 - ₹ 20,00,000
Job Title: Salesforce Incident Manager

This role involves managing the intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensuring timely resolution or escalation of service cases is a top priority.

Key Responsibilities:

  • Monitor and manage incoming Salesforce incident tickets
  • Triage issues and route to appropriate project team members
  • Communicate with internal users to resolve or escalate cases
  • Ensure 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)

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
  • Training will be provided on Salesforce, including shadow time with the project team and current pilot customer case issue management as outlined

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