On-Site
Full-Time
Bengaluru, Karnataka
India
About the Role
Experience: 5+ Years
Location: Hebbal, Bengaluru
We are seeking a Salesforce Support Lead to oversee and manage the day-to-day support activities for our Salesforce platform. The ideal candidate will have strong knowledge of Salesforce features, as well as experience managing a team of support professionals. This role involves troubleshooting issues, handling escalations, and ensuring that our Salesforce system is fully optimized to meet business needs.
Key Responsibilities:
Leadership and Team Management: Lead and mentor a team of Salesforce support analysts to ensure high-quality service delivery and effective issue resolution.
Salesforce System Support: Provide technical support, including troubleshooting, problem-solving, and resolving user issues related to Salesforce applications, configurations, and integrations.
Issue Management: Act as the escalation point for complex support issues, ensuring timely and efficient resolution.
User Training and Support: Provide training, guidance, and documentation to end-users on Salesforce best practices, new features, and system updates.
System Monitoring and Optimization: Regularly monitor system performance, identify inefficiencies, and suggest improvements to optimize the Salesforce platform.
Incident Management: Coordinate with the development and admin teams to resolve incidents, ensuring minimal disruption to end-users.
Collaboration: Work closely with Salesforce developers, administrators, and other cross-functional teams to ensure alignment on business requirements and technical solutions.
Reporting and Metrics: Create and maintain regular performance and issue-resolution reports to track team performance and identify recurring issues.
Customization Support: Assist with minor configuration changes and assist with major customizations as needed by the business.
Upgrades and Releases: Oversee the testing and deployment of Salesforce updates and new releases, ensuring that all changes are smoothly integrated with minimal disruption.
Required Qualifications:
At least 7 years of hands-on experience supporting Salesforce applications.
years in a team lead or supervisory role, managing a team of support professionals.
Experience in troubleshooting, user support, and Salesforce administration.
Technical Skills:
Strong understanding of Salesforce features (Sales Cloud, Service Cloud, Marketing Cloud, etc.).
Familiarity with Salesforce configuration (Reports, Dashboards, Process Builder, Flow).
Knowledge of integrations with third-party systems and tools.
Experience with data management, including import/export tools (Data Loader, Data Import Wizard).
Certifications: Salesforce Administrator Certification (Salesforce Certified Administrator) is preferred. Additional certifications such as Salesforce Advanced Administrator, Platform App Builder, or Service Cloud Consultant would be a plus.
Location: Hebbal, Bengaluru
We are seeking a Salesforce Support Lead to oversee and manage the day-to-day support activities for our Salesforce platform. The ideal candidate will have strong knowledge of Salesforce features, as well as experience managing a team of support professionals. This role involves troubleshooting issues, handling escalations, and ensuring that our Salesforce system is fully optimized to meet business needs.
Key Responsibilities:
Leadership and Team Management: Lead and mentor a team of Salesforce support analysts to ensure high-quality service delivery and effective issue resolution.
Salesforce System Support: Provide technical support, including troubleshooting, problem-solving, and resolving user issues related to Salesforce applications, configurations, and integrations.
Issue Management: Act as the escalation point for complex support issues, ensuring timely and efficient resolution.
User Training and Support: Provide training, guidance, and documentation to end-users on Salesforce best practices, new features, and system updates.
System Monitoring and Optimization: Regularly monitor system performance, identify inefficiencies, and suggest improvements to optimize the Salesforce platform.
Incident Management: Coordinate with the development and admin teams to resolve incidents, ensuring minimal disruption to end-users.
Collaboration: Work closely with Salesforce developers, administrators, and other cross-functional teams to ensure alignment on business requirements and technical solutions.
Reporting and Metrics: Create and maintain regular performance and issue-resolution reports to track team performance and identify recurring issues.
Customization Support: Assist with minor configuration changes and assist with major customizations as needed by the business.
Upgrades and Releases: Oversee the testing and deployment of Salesforce updates and new releases, ensuring that all changes are smoothly integrated with minimal disruption.
Required Qualifications:
At least 7 years of hands-on experience supporting Salesforce applications.
years in a team lead or supervisory role, managing a team of support professionals.
Experience in troubleshooting, user support, and Salesforce administration.
Technical Skills:
Strong understanding of Salesforce features (Sales Cloud, Service Cloud, Marketing Cloud, etc.).
Familiarity with Salesforce configuration (Reports, Dashboards, Process Builder, Flow).
Knowledge of integrations with third-party systems and tools.
Experience with data management, including import/export tools (Data Loader, Data Import Wizard).
Certifications: Salesforce Administrator Certification (Salesforce Certified Administrator) is preferred. Additional certifications such as Salesforce Advanced Administrator, Platform App Builder, or Service Cloud Consultant would be a plus.