Salesforce Support Manager

Position - Support Manager (Salesforce)

Location - Mumbai (Powai)

Experience: Minimum 5+ Years

Qualifications: Master’s or Bachelor’s degree in computer science or equivalent; ITIL certification will be added advantage

Primary Responsibilities:

1. L1 and L2 Support to CRM & ITSM end users.
2. Resolving day to day queries of the end user
3. Coordination with support agency for issue resolution
4. Identify potential requirements from the issues bugs reported by the users that can be converted into requirements for future development.
5. End User Training and facilitate system adoption.
6. Responsible for support and coordination of integration with other business applications like ERP (SAP) and ITSM system.
7. Identify Process Gaps, New features, functionalities and propose solution.
8. Development / Customization in system
9. Change and Release Management for new releases / customizations.

Required Technical Skills:

1. Working knowledge of Salesforce Administration
2. Hands on experience in working on any industry standard CRM and ITSM tools.
3. Good knowledge on MS Office applications.

Other Skills / Preferences:

1. Excellent Communication and Presentation
2. Strong in Process, documentation and methodological
3. Development and updating of training content.
4. Motivated self-starter capable of working in a team environment as well as individually without direct supervision.