Salesforce Administrator - L1 Support

Experience: 2 - 3 Years

Location: Hyderabad, India

Work Schedule: 5:00 PM to 2:00 AM IST (Transportation Provided)

Key Responsibilities:

• Provide Tier 1 support for Salesforce users, addressing inquiries, access issues, and data updates.
• Efficiently route incoming support requests to the appropriate Tier 1 support owners, Salesforce IT, integration specialists, or DBAs.
• Manage various user support channels including Salesforce Cases, Chatter, and email.
• Monitor and actively work to improve user adoption of the Salesforce platform.
• Oversee all aspects of user and license management, including new user setup/deactivation, and assigning roles, profiles, permissions, public groups, and sharing rules.
• Analyze issues, identify root causes, and resolve problems or effectively communicate findings to IT resources.
• Prepare data files from various sources for bulk processing operations.
• Identify and gather user requirements, translating them into scalable, best-practice processes with a focus on delivering an exceptional user experience.
• Communicate platform changes clearly to end users and stakeholders.
• Perform data management tasks to enhance Salesforce data quality and propose automation opportunities.

Required Skills and Qualifications:

• A minimum of 2 years of operations experience, with a strong background in end-user issue management.
• Proficiency in reporting and data analysis, including intermediate Excel skills and experience with SQL/SOQL.
• Experience utilizing a ticketing system for issue tracking and routing.
• Previous experience working with Customer Relationship Management (CRM) systems.
• Ability to adapt to varying work hours, including potential off-hours support as required.
• Excellent verbal and written communication skills, with the ability to present information to senior leadership.
• Proficiency in Microsoft Office Suite (Excel, Visio, Word, PowerPoint).
• Demonstrated ability to work effectively both independently and as part of a team.
• Proven track record of handling increasing levels of responsibility.
• A collaborative team player with a history of working effectively with business and technical stakeholders in a fast-paced environment.
• Salesforce certifications are considered a significant advantage.