Application Support Manager - Salesforce

Job Description:

Essential Duties and Responsibilities:
 Assisting users in troubleshooting code, integration & implementation of salesforce product
 Coordinating with different teams on integration points & bring resolution to the problems
 Leading support team and also serve as an escalation point for support
 Understand the business complexity & provide resolution/ workaround to the user problem
 Resolve user service issues and skilfully manage complex customer service problem
 Create knowledge base materials dedicated towards operational efficiency
 Support ongoing salesforce administration (create accounts/ profile, workflow, approvals,
reports, dashboard etc.)
 Provide minor changes in the code/ configuration and able to deploy them into production
 Develop & maintain technical expertise in assigned areas of product functionality & utilize that
expertise effectively to help users
 Demonstrate in-depth knowledge of Salesforce Sales, Services & Salesforce Community
application
 Review support cases for technical & troubleshooting accuracy
 Meet monthly goals on KPIs such as CSAT, productivity, TTR
 Managing team for service resolution
Essential Requirements:
 3-4 years of exposure working and Understanding of Salesforce out of the box functionalities like
(But not limited to) Objects, Roles, Fields, Customizations, Approval processes, Validation rules,
Data loader, Workflow rules, Process Builder, Flows, Sandbox Lifecycle, Deployments, changesets,
Managed Packages, territory management, Quotes, Person accounts, data management, data
loader, communities, etc with a thorough understanding of the constraints of the SFDC platform

Job Description

Internal

 Knowledge of building/troubleshooting reports, dashboards, workflows.
 Working exposure across Salesforce Core cloud products (Sales, Service, experience) and
Salesforce Cloud consultant certifications will be added advantage
 Knowledge on SOQL/ SOSL
 Good to have, Salesforce.com certified (ADM 201 / ADM 211 / DEV 401 (any))
 Experience with agile development methodology like Scrum is a plus
 Good written & verbal communication skill
 Experience with MS SQL
 Experience with user support methodology
 Experience with release management
 Integration knowledge (REST/SOAP/Bulk API)