Position: Salesforce CPQ consultant
Location: Remote (PST Time zone preferred)
Duration: 5+ Months
Job Description :-
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.
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