Job Title: Salesforce L2 Support Executive
Experience Required: 4-5 Years
:
We are seeking a highly skilled and experienced Salesforce L2 Support Executive to join our team. The ideal candidate will have 4-5 years of experience in providing Level 2 (L2) support for Salesforce applications, troubleshooting technical issues, and ensuring smooth system operations. This role demands strong problem-solving skills, a client-focused mindset, and a solid understanding of Salesforce functionalities and integrations.
Key Responsibilities:
Provide Level 2 (L2) support for Salesforce applications, addressing and resolving complex issues escalated from L1 support.
Troubleshoot and resolve user-reported incidents, performance issues, and application bugs in a timely manner.
Assist in system configurations, workflows, reports, dashboards, and other Salesforce customizations.
Collaborate with development teams and Salesforce administrators to resolve system defects and deploy enhancements.
Monitor system performance, identify potential bottlenecks, and recommend improvements to optimize Salesforce functionalities.
Manage and track support tickets using a ticketing system, ensuring SLAs are met.
Develop and maintain detailed documentation for support processes, troubleshooting guides, and FAQs.
Conduct training sessions or provide guidance to L1 support teams and end-users as needed.
Stay up to date with the latest Salesforce updates, features, and best practices to provide proactive support.
Qualifications and Skills:
Bachelor's degree in Computer Science, Information Technology, or a related field.
4-5 years of experience in Salesforce support, with at least 2 years in an L2 support role.
Strong understanding of Salesforce functionalities, including Sales Cloud, Service Cloud, and custom applications.
Proficiency in troubleshooting Apex code, Visualforce pages, Lightning Components, and Salesforce integrations.
Hands-on experience with Salesforce administration tasks like user management, security settings, and data management.
Familiarity with Salesforce integration tools (e.g., REST/SOAP APIs, MuleSoft, etc.).
Knowledge of ticketing systems such as ServiceNow or Jira.
Excellent analytical and problem-solving skills.
Strong communication skills and ability to work collaboratively with cross-functional teams.
Salesforce certifications such as Salesforce Administrator or Platform App Builder are a plus.
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