Salesforce Support Analyst

What you'll do:

• •General Platform Support & Administration
• •User Management: Manage user profiles, roles, permission sets, and licensing for a large-scale user base, ensuring strict adherence to security compliance (SOX/GDPR).
• •Ticket Resolution: Triaging and resolving Level 1 and Level 2 support tickets via [Jira/ServiceNow], adhering to defined SLAs.
• •Release Management: Assist in testing new Salesforce releases and internal system updates within Sandbox environments before deployment. Support users as new functionality goes live.

Sales & Operations (Sales Cloud)

• •Pipeline Support: Troubleshoot issues related to Opportunity stages, Lead conversion, and forecasting accuracy.
• •Automation: Maintain and debug declarative automation (Flows, Validation Rules) that governs the sales cycle.
• •CPQ/Quoting: Assist Sales Reps with quote generation errors, and approval process routing.

• •Customer Service (Service Cloud)
• •Case Management: Support the Support/Call Center and Boarding/Operations/Credentialing teams by maintaining Case assignment rules, Escalation rules, and Email-to-Case functionality, child case creation logic, and report any issues with integrations with systems like ETM, C2O, etc.
• •Omni-Channel: Troubleshoot presence status and routing issues for live agents.
• •Knowledge Base: Assist in the management of Knowledge Article types and data categories to ensure agents have the right information.
• •Managed Packages: Support existing managed packages that drive user experience, and escalate to appropriate SMEs, as needed.

• •Marketing & Lead Flow
• •Integration Support: Monitor the sync between Salesforce and our Marketing Automation Platform (e.g., Marketing Cloud/Pardot/DataCloud).
• •Lead Quality: Investigate duplicate leads and troubleshoot "Web-to-Lead" failures to ensure the marketing funnel remains intact.
• •Campaign Management: Assist marketing teams in troubleshooting issues with Campaign hierarchies and ROI attribution.

• •Finance & Order Management
• •ERP Integration: Serve as the first responder for data sync errors between Salesforce and the ERP/Finance systems (e.g., Oracle: CDH, OPH, C2O, BRM, EDH).
• •Billing Support: troubleshoot discrepancies in customer data, like Accounts, Contacts, Boarding Requests, FIDs, FARs, and Assets, that feed billing systems.
• •Audit Compliance: Generate system audit trails and history reports for stakeholders as needed.

• •Reporting & Analytics
• •Dashboard Creation: Build and maintain complex Dashboards and Reports for C-Suite and Department Heads to track KPIs. Escalate to SF Data Analyst as appropriate to assist in Data Integrity.

What experience you need:

• •3+ years of hands-on experience as a Salesforce Administrator or Support Analyst in a large-scale environment (500+ users preferred).
• •Active Salesforce Certified Administrator (ADM 201) certification
• •3+ years of technical proficiency with Salesforce Flow, Salesforce Inspector, Data Loader, and Workbench.
• •3–5 years of advanced Excel experience (e.g., VLOOKUP, Pivot Tables) for data manipulation and analysis.
• •Language Skills: B2 English proficiency.

What could set you apart:

• •Salesforce Certified Advanced Administrator or Platform App Builder.
• •Experience with Salesforce CPQ or Field Service Lightning .
• •Basic understanding of APEX/Visualforce (ability to read code to assist developers in debugging).

Primary Location:

CRI-Sabana

Function:

Function - Fulfillment / Operations

Schedule:

Full time