Job Description :
Salesforce Technical Support Analyst /Only on our W2
Duration:6 month +
Milpitas, CA
Required:
The Salesforce Technical Support Analyst is an IT professional in the Business Applications Team. In this role, you will be a versatile resource who has a passion for technology, strong communication skills, enjoys solving business problems and interacting directly with business users.
Ownership and management of Salesforce Production Support Queue (production support)
Troubleshooting customer issues with customers directly either via email or on the phone
Resolution of support requests in areas such as: user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards
Development of knowledge articles and end-user training guides for new feature releases
Maintain service level agreements and high customer satisfaction scores
Reach out to vendor support if necessary
Provide training on new functionality/ features deployed
Work closely with the Development team for root cause analysis and correction
Assist in User Acceptance testing for Incidents & Enhancements
Support the release management processes
Skills:
Self-motivated, ability to prioritize workload and assist where needed without direction
High level of attention to detail, excellent organizational skills, ability to multi-task
Analytical problem solver
Experience with data management tools such as DataLoader
Strong understanding of incident management, change management and release management processes
Experienced in the migration of configuration and data via change sets or other migration tools
Strong written and verbal communication skills (English)
Minimum 3 years of experience working with an enterprise Salesforce deployment
Certified Salesforce Administrator