Salesforce Support Specialist

KG Information Systems (KGISL)

4 - 6 years

5 - 7 Lacs

Coimbatore

Posted:1 week ago| Platform:

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Skills Required

Ticketing Ticketing Tools Service Desk Salesforce Customer Support L1 Support Technical Support Application Support Ticket Management

Work Mode

Hybrid

Job Type

Full Time

Job Description

Position: L1 Salesforce Support Specialist

Experience: 4+ Years Location: Coimbatore Hybrid Shift: Rotational Shift

Mandatory Skills: Service Desk, Salesforce

Job Description:

The Level 1 Support Specialist is responsible for providing first-line technical support to end-users. This role involves diagnosing and resolving basic technical issues, escalating more complex problems to higher support levels, and ensuring a high level of customer service.

Key responsibilities:

Tier 1 Activities
Tier 1 support will be chartered to execute the following activities and similar activities as capabilities expand.
Initial Triage and Troubleshooting of Issues, using predetermined runbooks
User Management - Activation/Deactivation of Users, Profile/Permission set mgmt, troubleshooting login issues, Password Resets etc. - on Salesforce, iTrac and PACMAN which are associated systems in the Calypso ecosystem
Business Hrs Management
Incident Communication and Reporting
Technical Expertise Review
Salesforce previous engagements/KPIs and workforce details that are trained in Salesforce and will be deployed to SIE to demonstrate
Expertise in Salesforce Service Cloud, Communities and Experience Cloud
Expertise in Salesforce Einstein Bot
Expertise in Salesforce Live Chat
Familiarity of general triage for issues and debug basic web pages/portal issues using browser tools available
Evidence of previous work with OKTA for access management
Evidence of using ServiceNow, JIRA and other ticketing tools for tracking work
Evidence supporting a global web platform supporting different locales/languages

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