Salesforce Techno Functional - REMOTE

Role Overview
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.