The Digital CRM Consultant will manage Salesforce support, perform data analysis, troubleshoot issues, and develop documentation for operational improvements.
Salesforce Operations Technical Support Lead We are looking for a technically strong Salesforce Operations Technical Support Lead to bridge the gap between frontline support, data operations, and development. This role will provide Salesforce troubleshooting, root cause analysis, case triage, data analysis, data loading, documentation, and process improvement support. Key Responsibilities • Investigate issues using Salesforce configuration, automation, flows, approval processes, validation rules, permissions, data relationships, reports, and debug logs. • Triage Salesforce support issues and determine whether they are bugs, configuration gaps, data issues, training needs, enhancement requests, or development escalations. • Perform data analysis to identify patterns, root causes, data quality issues, and process gaps. • Support Salesforce data loads, updates, mass changes, validation, reconciliation, and post-load review. • Use Excel to analyze, clean, compare, reconcile, and prepare data for operational or system updates. • Document clear reproduction steps, business impact, environment details, findings, and recommended next steps. • Resolve admin-level items when appropriate and escalate development items with complete context. • Identify recurring issues, documentation needs, and opportunities for standardization or automation. • Create SOPs, troubleshooting guides, FAQs, checklists, and handoff criteria. • Partner with Salesforce Operations, Development, QA, and business stakeholders to improve support quality and reduce rework. • Provide insight into future automation, managed services, or AI-assisted support opportunities.
Hexaware Technologies Chennai, Tamil Nadu, IND Office
MCN Nagar Ext, MCN Nagar Extension, Thoraipakkam, Chennai, Tamil Nadu, India, 600097
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