Company
SalesforceSupportAnalyst
Neural analysis suggests this role is
optimal for Senior candidates.
“Salesforce Support Analyst. Skills: Salesforce Support, CRM systems, Service Cloud. Handle incidents and changes. Provide day-to-day support”
What You'll Achieve.
Continuous improvement of service delivery
Industry & Context.
Apply problem-solving skills; Diagnose issues; Implement effective solutions
Occasional flexibility for urgent issues
What They're Looking For.
Must Have
5+ years Salesforce Support, Salesforce Administrator Certification, Fluent English
Nice to Have
Salesforce Platform App Builder Certification, Platform Developer 1 Certification, Heroku experience
What You'll Do.
Handle incidents and changes
Provide day-to-day support
Troubleshoot and resolve incidents
Optimize functionality
Manage and update tickets
Ensure accurate documentation
Participate in Agile projects
Assist in testing features
Contribute to knowledge base
Handle customer requests
Communicate with users
Provide timely updates
Improve support workflows
Monitor system performance
Address potential issues
How You'll Work.
Team & Collaboration
Collaborate with development teams; Work with business stakeholders
Communication Scope
Clear communication; Timely updates
Process & Methodology
Agile projects
Full Job Description
**Role: Salesforce Support Analyst** **Location: Pune/ Bangalore** **What you will do?** As a (Tier 2) you will handle incidents and changes daily, providing essential support for our CRM systems. By leveraging your expertise in both Salesforce support and development, you will contribute to the continuous improvement of our service delivery, driving innovation and efficiency across the organization. * Provide day-to-day support for our Salesforce CRM system by troubleshooting and resolving incidents in line with SLAs. * Work on enhancements to optimize functionality and user experience. * Manage and update tickets in ServiceNow, ensuring accurate documentation and timely resolution. * Collaborate with development teams to support deployments and participate in Agile projects. Assist in testing new features and validating fixes before release * Contribute to knowledge base articles and documentation for recurring issues and solutions. * **Managing demanding stakeholders -** Handle urgent or complex customer requests with clear communication and professionalism. Balance customer needs with company policies, build trust, and maintain positive relationships in challenging situations. **How you will do it:** * Apply strong problem-solving skills to diagnose issues and implement effective solutions. * Follow governance and change management processes to ensure compliance and quality. * Communicate clearly with users and stakeholders, providing timely updates and guidance. * Continuously seek opportunities to automate tasks and improve support workflows. * Monitor system performance & health and proactively address potential issues. **What we look for:** * 5+ years’ experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support. * Salesforce Administrator Certification is essential with Salesforce Platform App Builder or Platform Developer 1 Certification preferred. * Knowledge of Apex and Lightning Web Components (LWC) development. * Experi
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