Simpliigence
Website:
simpliigence.com
Job details:
We are looking for a Salesforce L1 Support Engineer to provide frontline, end-user support for Salesforce applications across global business teams. This role is responsible for first-contact resolution, handling day-to-day user issues, and ensuring a smooth Salesforce experience for users across time zones.
You will be the first point of contact for Salesforce users and play a critical role in driving adoption, productivity, and user satisfaction.
Please share an updated profile to
kavitha@simpliigence.com
Talent Acquisition Analyst
(+91)7483925904
Notice Period / Last Working Day:
(Immediate Joiners Preferred)
Required Experience:4-6yrs
Key Responsibilities
End-User Support (Primary)
• Act as Level 1 support for Salesforce end users.
• Handle incoming incidents and service requests via ticketing system.
• Provide timely, clear, and empathetic communication to users.
• Resolve common user issues at first contact wherever possible.
Salesforce Functional Support
• Support users on Salesforce Sales Cloud, Service Cloud, and Experience Cloud functionality.
• Assist with:
◦ Login and access issues
◦ Profile, role, permission set assignments
◦ Page layout and UI navigation questions
◦ Data updates, corrections, and basic troubleshooting
◦ Report and dashboard access issues
• Guide users on best practices and standard operating procedures.
Incident & Ticket Management
• Accurately log, categorize, and prioritize tickets.
• Follow defined SLAs and escalation procedures.
• Perform initial troubleshooting and root-cause identification.
• Escalate complex issues to L2/L3 with proper documentation.
Knowledge & Self-Service Enablement
• Create and update knowledge articles, FAQs, and runbooks.
• Reuse knowledge to improve first-contact resolution.
• Identify repeat issues and suggest improvements or automation.
Global Support Operations
• Participate in shift-based, follow-the-sun support model.
• Ensure smooth handovers across regions and time zones.
• Adhere to support processes and quality standards.
Required Skills & Experience
Must-Have
• Hands-on experience providing Salesforce L1 / end-user support.
• Strong understanding of Salesforce profiles, roles, permission sets, and basic security model.
• Experience with ticketing tools (ServiceNow, Jira Service Management, Salesforce Service Cloud).
• Strong communication skills — able to explain solutions in simple, user-friendly language.
• Customer-first mindset with patience and empathy.
Nice-to-Have
• Salesforce Administrator certification (preferred but not mandatory).
• Experience supporting global users in an enterprise environment.
• Basic understanding of integrations and data flows (for triage purposes).
• Familiarity with ITIL incident and request management.
Click on Apply to know more.