Salesforce Production Support Analyst

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Role

Experience

Location

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Shift

POSITION OVERVIEW

We are seeking a Production/Business Support specialist to provide application and BAU support for our Client Systems, particularly, our Salesforce CRMs. This role is responsible for providing first-line support for end-user queries and issues related to Client System functionalities and data. This role will also contribute to knowledge base and training material development, and support Service Level Agreement (SLA) initiatives to streamline processes and reduce resolution times.

RESPONSIBILITIES

• Act as the primary contact for user inquiries, troubleshooting and resolving issues to ensure a seamless experience.
• Address non-self-serviceable requests, including configuration updates, data uploads, and bulk changes using tools like Salesforce Data Loader.
• Log, prioritize, and collaborate with product teams on resolving Salesforce bugs and complex technical issues.
• Monitor critical issues, escalate as needed, and provide workarounds for unsupported functionality.
• Investigate and resolve data synchronization and upload errors across Salesforce and integrated systems.
• Manage user accounts, roles, and permissions in compliance with security policies.
• Maintain optimal system performance by proactively identifying and resolving potential issues.
• Support user onboarding with training sessions and create knowledge base articles, training materials, and run books for common issues.
• Gather user feedback and pain points, sharing insights with product teams to inform enhancements.
• Contribute to quality assurance by validating new features and updates for functionality and reliability.
• Assist in refining Service Level Agreements (SLAs) to enhance service delivery and user satisfaction.

QUALIFICATIONS

• Bachelor’s degree in computer science or related field.
• 4-6 Years’ experience in Salesforce.
• 3 Years of support experience.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve application and data issues.
• Proficiency in Salesforce configuration (e.g., workflows, validation rules, permissions, reports, dashboards).
• Experience with data tools like Salesforce Data Loader for bulk updates and uploads.
• Familiarity with resolving integration errors and providing creative solutions to system limitations.
• Excellent communication skills to explain technical details clearly and concisely to users.
• Experience in knowledge base management, documentation, and process improvement.
• Background in Salesforce and other digital application technical support is a strong advantage.