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Job Description & How to Apply Below
We are seeking a Production/Business Support Specialist to provide application and BAU (Business-As-Usual) support for our Client Systems, with a primary focus on Salesforce CRM platforms. The role will serve as the first line of support for end-user queries and system-related issues, ensuring seamless functionality and data accuracy.
The incumbent will also contribute to knowledge base development, training initiatives, and Service Level Agreement (SLA) improvements to enhance operational efficiency and reduce resolution timelines.
ROLES & RESPONSIBILITIES
- Act as the primary point of contact for user inquiries, troubleshooting and resolving application and data-related issues.
- Handle non-self-serviceable requests such as configuration updates, data uploads, and bulk modifications using tools like Salesforce Data Loader.
- Log, prioritize, and collaborate with Product and Technical teams to resolve Salesforce bugs and complex technical issues.
- Monitor critical incidents, escalate when necessary, and provide interim workarounds for unsupported functionality.
- Investigate and resolve data synchronization and integration errors between Salesforce and connected systems.
- Manage user accounts, roles, and permissions in compliance with organizational security policies.
- Proactively identify potential system issues to maintain optimal application performance.
- Support onboarding activities through user training sessions and development of knowledge base articles, training materials, and runbooks.
- Collect user feedback and highlight recurring pain points to Product teams for system enhancements.
- Contribute to quality assurance efforts by validating new features and system updates.
- Support continuous improvement of Service Level Agreements (SLAs) to enhance service delivery and user satisfaction.
QUALIFICATIONS
- Strong analytical and troubleshooting skills with the ability to diagnose and resolve application and data-related issues.
- Minimum 3+ years of experience in Salesforce configuration (workflows, validation rules, permissions, reports, dashboards).
- Hands-on experience with Salesforce Data Loader for bulk data updates and uploads.
- Experience in resolving integration errors and navigating system limitations with creative solutions.
- Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
- Experience in knowledge base management, documentation, and process improvement initiatives.
- Prior experience in Salesforce or digital application technical support is highly preferred.
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