Key Responsibilities at this Role

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Troubleshoot and resolve Propel and Salesforce issues across sandbox and production environments, escalating complex cases when required.

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Manage customer support via Salesforce Cases, Zoom, and other channels, ensuring explicit communication and effective issue de-escalation.

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Act as the primary support contact for Premier Support customers, triaging and routing cases efficiently.

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Prioritize and manage critical support tickets, ensuring SLA compliance and timely resolution.

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Collaborate with cross-functional teams and contribute to a continuous improvement culture.

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Manage Salesforce environment operations, including org provisioning, package upgrades, deployments, post-install configurations, and pre-deployment testing.

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Create and maintain customer-facing documentation to improve knowledge sharing and self-service.

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Support and configure Propel One (AI suite), including Salesforce Agentforce, Data Cloud, permissions, and AI deployments, while guiding customers on AI adoption.

Skill:



The Expertise RequiredMust-Haves for this Role

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1+ years of experience in Salesforce administration, troubleshooting, and technical/application support.

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Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent hands-on technical experience).

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Working knowledge of SQL, SOQL, and database administration (SQL scripting is a plus).

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Experience with QMS platforms (e.g., eQMS/LMS/validated systems) and Jira or similar issue-tracking tools.

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Strong written and verbal communication skills, with the ability to explain technical concepts to diverse audiences.

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Eagerness to learn new technologies, processes, and product domains in a fast-paced environment.

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Ability to collaborate effectively with global, cross-functional teams.

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Strong analytical and problem-solving skills, with the ability to resolve complex technical issues under pressure.

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Experience creating and maintaining clear technical docum

📌 Customer Support Engineer (Thiruvananthapuram)
🏢 CGvak Software Exports
📍 Thiruvananthapuram