- User Support & Troubleshooting: Provide day-to-day technical support to Salesforce users by troubleshooting issues, answering questions, and resolving system-related problems in a timely manner.
- User Training & Documentation: Conduct training sessions for new users and provide ongoing guidance to ensure proper use of Salesforce. Create and maintain user guides, training materials, and FAQs to assist users in maximizing platform functionality.
- System Monitoring & Maintenance: Regularly monitor the Salesforce platform for performance issues, errors, and bugs. Perform routine system health checks, maintain data integrity, and ensure data security compliance.
- Basic Configuration & Customization: Assist in configuring Salesforce objects, fields, page layouts, workflows, and automations such as Flow and Process Builder to meet business requirements.
- Incident Management: Track, escalate, and resolve user-reported issues using ticketing systems. Ensure timely resolution and follow-up on open incidents and service requests.
- Report Creation & Maintenance: Assist users in generating reports and dashboards to meet business needs, providing insights and supporting data-driven decision-making.
- Data Import & Export Support: Facilitate data import/export tasks using tools like Data Loader or other third-party applications, ensuring accurate and clean data for various business functions.
- User Account Management: Manage user access by creating, updating, and deactivating user profiles, roles, and permission sets. Assist in maintaining security protocols to ensure proper access control.
Requirements
- Hands-on experience with Salesforce configuration, user support, and basic troubleshooting.
- Strong understanding of Salesforce functionality, including objects, fields, profiles, roles, and basic workflows.
- Experience with report and dashboard creation in Salesforce.
- Familiarity with data import/export tools like Data Loader.
- Basic understanding of Salesforce automation tools (e.g., Process Builder, Flow).
- Knowledge of Salesforce security features (profiles, permission sets).
- Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly and concisely.
- Customer Service Orientation: Strong focus on user satisfaction, with the ability to provide a positive support experience and build rapport with Salesforce users.
