Salesforce Support Analyst

Salesforce Support Analyst (Tier 2)

As a Salesforce Support Analyst (Tier 2) you will handle incidents and changes daily, providing essential support for our CRM systems. By leveraging your expertise in both Salesforce support and development, you will contribute to the continuous improvement of our service delivery, driving innovation and efficiency across the organization.

Provide day-to-day support for our Salesforce CRM system by troubleshooting and resolving incidents in line with SLAs.

Work on enhancements to optimize functionality and user experience.

Manage and update tickets in ServiceNow, ensuring accurate documentation and timely resolution.

Collaborate with development teams to support deployments and participate in Agile projects. Assist in testing new features and validating fixes before release.

Contribute to knowledge base articles and documentation for recurring issues and solutions.

Manage demanding stakeholders - handle urgent or complex customer requests with clear communication and professionalism. Balance customer needs with company policies, build trust, and maintain positive relationships in challenging situations.

Apply strong problem-solving skills to diagnose issues and implement effective solutions.

Follow governance and change management processes to ensure compliance and quality.

Communicate clearly with users and stakeholders, providing timely updates and guidance.

Continuously seek opportunities to automate tasks and improve support workflows.

Monitor system performance & health and proactively address potential issues.

3+ years' experience in Salesforce Support including Sales, Service, Marketing/Experience Cloud support.

Salesforce Administrator Certification is essential with Salesforce Platform App Builder or Platform Developer 1 Certification preferred.

Knowledge of Apex and Lightning Web Components (LWC) development.

Experience in Salesforce integrations including Mulesoft. Heroku experience an advantage.

Experience with ServiceNow, JIRA or similar tools for ticket handling and project tracking.

Working hours and flexibility – set hours with occasional flexibility for urgent issues or peak times. We support work-life balance and respect personal time.

Excellent communication skills to work effectively with business stakeholders globally.

Ability to work in an agile environment and adapt to changing requirements.

Fluent English (must)