We are seeking a proactive and detail-oriented
Salesforce Support Analyst (Level 1)
to provide first-line support for our Salesforce users. The ideal candidate will assist in resolving user issues, performing basic configuration tasks, and ensuring smooth day-to-day operation of our Salesforce environment.
This is an excellent opportunity for someone looking to grow their Salesforce career while working closely with administrators, business users, and IT teams in a dynamic environment.
Key Responsibilities
User Support & Incident Management
* Serve as the
first point of contact
for Salesforce-related queries, incidents, and service requests.
* Log, categorize, and prioritize incoming tickets in the ITSM system (e.g., ServiceNow, Jira Service Desk).
* Troubleshoot and resolve basic Salesforce issues related to:
* User login/access and permission errors.
* Record visibility, page layouts, and data lookup issues.
* Reports, dashboards, and data filters.
* Escalate complex issues to Level 2 or Salesforce Administrator teams as needed.
System Administration (Basic Tasks)
* Create, deactivate, or modify
user accounts, roles, and profiles
under guidance from senior admins.
* Maintain user groups, permission sets, and sharing rules.
* Assist in
data import/export
using tools like Data Loader or Data Import Wizard.
* Support testing for minor configuration changes, releases, or integrations.
* Maintain documentation of recurring issues and known resolutions.
Reporting & Documentation
* Generate and distribute scheduled reports and dashboards as requested by business users.
* Maintain updated documentation for processes, configuration, and FAQs for end users.
* Track and report common support trends or recurring issues to help improve system usability.
Collaboration & Continuous Improvement
* Work closely with Salesforce Administrators, Developers, and Business Analysts to understand ongoing projects or system updates.
* Provide feedback on recurring user pain points and propose small process improvements.
* Stay current with Salesforce updates and releases to understand their impact on user experience.