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Salesforce Techno Functional Analyst- (USC) (GC)- W2 Only

Remote • Posted 4 hours ago • Updated 4 hours ago

Contract W2

Contract Independent

12 Months

No Travel Required

Remote

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

Application Support
SOQL
SLA
Workflow
Salesforce.com
JIRA
Cloud Computing
sales cloud
CPQ
Salesforce Sales

Summary

Serve as the first point of contact for support requests raised by Sales users for the client’s GTMS tools, including Salesforce (Sales Cycle, custom CPQ, contracting, case flows), client-approved external applications, and in-house tools and platforms.

Key Responsibilities

Provide Level 1 techno-functional support across the above tools and platforms.
Monitor incoming support tickets and ensure timely acknowledgment, investigation, resolution, and escalation of user-reported issues, with adherence to First Response SLA commitments.
Follow the defined SOP accurately.
Act as the first line of triage by assessing ticket completeness, identifying likely root cause, and routing issues appropriately.
Escalate issues to L2/L3 support teams with clear analysis, impact details, and supporting context.
Maintain accurate ticket documentation, including investigation notes, resolution steps, and user communications in Jira.
Meet SLA targets for response time, resolution time, and ticket quality.
Communicate issue status clearly and proactively with the users.
Leverage client-approved AI tools to improve productivity and support efficiency.
Participate in shift handovers, operational reviews, and continuous improvement initiatives for support processes.
Consistently update the runbook with new recurring issues, troubleshooting steps, and key learnings to improve support consistency and knowledge retention.

Preferred Skills

Experience in Salesforce Sales Cloud and techno-functional application support, with the ability to support sales stakeholders in a fast-paced environment.
Strong understanding of Salesforce Sales Cycle, CPQ, and contracting workflows.
Working knowledge of Salesforce platform concepts, including objects, fields, page layouts, profiles, permission sets, validation rules, workflows.
Ability to write and execute SOQL queries.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90718572
Position Id: 9022550
Posted 4 hours ago

Contact the job poster

Mahesh Perusomula

Recruiter @ ISite Technologies Inc

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