About the role
- Handle customer queries and support tickets related to product usage, configuration, and integrations.
- Assist customers and product developers in troubleshooting issues related to Salesforce APIs, Apex, Visualforce, and related Salesforce features.
- Debug issues, identify root causes, and take ownership until full resolution is achieved.
- Manage customer expectations professionally and ensure a positive support experience.
- Work on complex or escalated customer issues with guidance from senior team members.
- Maintain strong product and technical knowledge of assigned modules or features.
- Document solutions, processes, and known issues for internal and customer reference.
- Support onboarding activities and assist in delivering product or technical training when required.
- Collaborate with cross-functional teams such as Product, Engineering, and Sales to resolve issues effectively.
- Identify opportunities to improve customer experience, reduce recurring issues, and enhance self-service support.
- Meet defined KPIs such as CSAT, response time, resolution time, and efficiency metrics.
- Strong written and verbal communication skills.
- Deep knowledge of Salesforce (Admin, Platform, or integrations).
- Good logical thinking and problem-solving ability.
- Basic understanding of technology concepts and willingness to learn technical systems.
- Ability to analyse issues, ask the right questions, and follow structured troubleshooting steps.
- Customer-first mindset with a focus on quality and accuracy.
- Ability to work in a fast-paced SaaS support environment.
- Willingness to build a long-term career in Salesforce and SaaS products.
- Openness to learning Salesforce configuration, automation, and platform concepts.
- Ability to work in shifts if required and manage multiple tickets efficiently.
- Comfortable working with remote teams and cross-functional stakeholders.
- Strong sense of ownership and accountability for assigned tasks and customers.
- Agentforce knowledge
- Salesforce certifications or currently pursuing Salesforce learning.
- Prior experience in SaaS support, customer success, or technical support roles (for experienced candidates).