Technical Support 1-Salesforce

Manage and execute customer environment upgrades with strict adherence to process and quality standards. Communicate effectively with customers to gather necessary information and set expectations for successful upgrades. Collaborate with internal teams (Support, CCS, ESA) to ensure smooth upgrade planning and execution. Troubleshoot and resolve customer issues using documentation, knowledge bases, and technical expertise. Handle post-upgrade queries and ensure proper case handoff to support teams. Maintain accurate system data related to account upgrades. Identify areas for process improvement and contribute to documentation efforts. Assist with Tier 2 support cases and participate in central call coverage as needed. 2-4 years of experience in customer-facing roles, preferably in technical support or service desk environments. Strong troubleshooting and root cause analysis skills. Experience with SaaS platforms and technologies such as XML, Web Services, HTML, Java, and JavaScript. Hands-on experience with relational databases (Oracle or SQL Server). Exposure to Salesforce CRM is mandatory familiarity with ITIL, Help Desk, or Service Desk frameworks is a plus. Experience supporting mobile applications across iOS, Android, and Windows platforms. Excellent communication skillsboth written and verbal. Ability to work independently and manage multiple tasks in a remote, distributed team environment. Flexibility to work extended hours and weekends as needed. Strong time management, prioritization, and attention to detail. Experience with case management systems (preferably SFDC) and reporting tools. Salesforce Administrator certification or equivalent hands-on experience.