ALOIS Australia is a leading Talent and Technology Solutions company, focused on helping businesses across the country build stronger teams, smarter processes, and sustainable growth.
We work with organisations in diverse industries to deliver integrated workforce and technology solutions, from innovative hiring strategies to end-to-end digital transformation. Our approach combines data, insight, and human expertise to help clients solve complex workforce challenges with clarity and confidence.
Through our deep industry experience and commitment to excellence, we provide scalable, high-performance solutions that deliver measurable impact. Whether it's onshore project delivery, workforce optimisation, or specialised technology services, ALOIS Australia ensures results that truly make a difference.
From Sydney to Perth and everywhere in between, we're driven by one purpose: to empower Australian businesses and professionals to thrive in a rapidly changing world of work. At ALOIS Australia, every challenge is an opportunity to innovate, and every partnership is built on trust, transparency, and long-term success.
Job Details
Job Title – Salesforce Support Analyst – L1 (SOP-Based Support)
Job Location – Melbourne, Australia
Experience – 1 - 2 years
Employment Type – Contract/Perm
What role you will play in Team
Role Overview
The Salesforce Support Analyst (L1) serves as the first line of support for Salesforce users across Service Cloud, Sales Cloud, CPQ, and Field Service. The role focuses on SOP-driven incident handling, service request fulfilment, and proactive monitoring to ensure smooth day-to-day operations and system stability.
Key Responsibilities
* Act as the first point of contact for Salesforce-related incidents and service requests, ensuring proper triage and timely resolution.
* Perform first-line incident triage, categorize and route tickets based on defined SOPs and escalation paths.
* Monitor system alerts and integrations, escalating issues proactively to L2 or technical teams when required.
* Provide resolutions to service requests strictly following approved SOPs and standard guidelines.
* Deliver workaround solutions for known issues using entries available in the Knowledge Base (KEDB).
* Manage access-related requests such as creation/deactivation of users, role or profile assignments, and permission-set adjustments under SOP control.
* Execute operational and routine activities (e.g., scheduled data checks, queue clean-up, user validations) as defined in the daily/weekly SOP checklist.
* Maintain clear and concise ticket documentation for all actions performed and update status within SLA timelines.
* Collaborate with L2 Analysts and Technical Teams to share observations, potential improvements, and recurring issue patterns.
* Contribute to Knowledge Base updates and ensure SOPs remain current and user-friendly.
Required Skills & Experience
* 1–3 years of experience in Salesforce user support or application operations.
* Exposure to Service Cloud, Sales Cloud, CPQ, or Field Service preferred.
* Understanding of SOP-driven support processes, SLAs, and escalation frameworks.
* Familiarity with ticketing and monitoring tools (e.g., ServiceNow, Jira, or similar).
* Strong communication, analytical, and documentation skills.
* Salesforce Administrator certification (ADM-201) preferred or in progress.
EEO Statement
ALOIS Australia is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all qualified applicants and do not discriminate on the basis of race, colour, religion, sex, age, national origin, disability, or any other characteristic protected under applicable laws. We value diversity and believe it strengthens our people, our culture, and the outcomes we deliver.
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