Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Salesforce.com Production Support Agent
Department: IT Business Systems / CRM Operations
Location: Bangalore/Chennai/Trivandrum/Pune/Noida/Gurgaon/Hyd
Experiance: 5 to 7yrs
About the Role
As a Salesforce.com Production Support Agent. You'll be a key contributor to our Salesforce support team, providing Tier 1 support for over 3,000 users across Sales, Service, Marketing, and internal teams. This role is designed for someone who thrives in a collaborative, agile environment, values continuous improvement, and is passionate about empowering learners worldwide.
Key Responsibilities
Respond promptly to cases via ServiceNow and requests in Slack, resolving or escalating within SLA guidelines. Communicate clearly and thoroughly, ensuring all stakeholders are set up for success.
Perform root cause analysis for recurring issues, proactively identifying opportunities for system and process improvement.
Diagnose and resolve configuration issues (validation rules, workflows, flows, page layouts, reports/dashboards). Collaborate with Admins, Developers, and BAs to escalate bugs or complex requests.
Update and maintain documentation, contribute to FAQs and runbooks, and ensure knowledge is shared across the team for continuous learning and improvement.
Exhibit strong technical and non-technical communication skills. Ensure ticket updates are clear, set triage teams up for success, and provide actionable information for further development or escalation.
Partner with Salesforce Admins, Developers, and Business Analysts to deliver high-quality support. Actively participate in Agile ceremonies and contribute to team retrospectives and planning.
Monitor system performance and data integrity, proactively reporting anomalies and contributing to a culture of ownership and accountability.
Participate in UAT and release validation cycles for new features or enhancements, ensuring high standards for flows and configurations.
Be available 9a-2p EST to support business operations
Required Qualifications
5+ years in Salesforce support or administration (Sales Cloud, Service Cloud), with a track record of impact, integrity, and continuous learning.
Strong understanding of Salesforce fundamentals--objects, fields, page layouts, profiles, permission sets, reports, dashboards.
Experience with case/ticket management systems (e.g., Jira, ServiceNow, Slack).
Excellent troubleshooting skills, able to work independently on medium complexity tasks and escalate when needed.
Strong verbal and written communication skills in English, with the ability to mentor and influence teammates and stakeholders globally.
Comfortable working in a remote, agile environment with shifting priorities.
Preferred Qualifications
Salesforce Administrator Certification (ADM-201) or progress toward certification.
Experience supporting large Salesforce orgs (1,000+ users).
Experience working in a scrum team, understanding agile values and delivery principles.
Career Ladder Alignment & Growth Mindset
Mentor and Multiply: Actively mentor teammates, contribute to onboarding, and foster a culture of continuous learning and improvement.
Drive Quality: Take ownership of technical outcomes, drive improvements in flows and documentation, and ensure high standards in production support.
Build Trust: Develop strong relationships with business stakeholders and IT, contributing to effective technical documentation and production support runbooks.
Deliver Impact: Focus on on-time delivery, minimizing defects, and driving customer satisfaction through effective management of the support queue.
Required SkillsSalesforce support,service cloud,salesforce administration
UST
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