Roles and Responsibilities :

- Provide day-to-day support for Salesforce users, including issue resolution and query handling
- Troubleshoot and resolve incidents related to Salesforce (Sales Cloud, Service Cloud, etc.)
- Manage user accounts, roles, profiles, and permissions
- Monitor system performance and ensure data integrity
- Handle tickets through the incident management system within defined SLAs
- Coordinate with L2/L3 teams for complex issues and follow through to closure
- Assist in report and dashboard creation as per business requirements
- Document issues, solutions, and standard operating procedures (SOPs)
- Support ongoing enhancements and minor configuration changes
- Act as the primary IT SPOC for business users, ensuring explicit communication and expectation management
- Track recurring issues and propose preventive or automation-based solutions
- Support UAT activities
- Collaborate with business teams to translate functional issues to the technical team
- Maintain functional documentation and knowledge base to reduce dependency and improve support turnaround.

Best Regards,
Lakshmi Dubey
[email protected]

📌 Salesforce Support Engineer (Mumbai)
🏢 Pentagon System and Services
📍 Mumbai