Role: Salesforce Service Cloud Support Engineer
Location: Remote
Duration: Contract
Position Overview: Join our dedicated Salesforce Incident Management team supporting enterprise clients. This role offers growth opportunities from L1 support to L2 support as the program matures.
Role Summary: Responsible for intake, triage, and routing of Salesforce-related incidents during Hypercare and ongoing support phases. Ensures timely resolution or escalation of service cases while maintaining exceptional service standards for high-profile enterprise clients.
Must Have Skills:
• Salesforce Service Cloud Skills
o Navigation & Case Management
o Triage and Customer Engagement
o Omni Channel
• Experience in Saelsforce Support Roles (Incident Management Desk)
• Fast thinker with technical aptitude, but patience with user learning curves
Key Responsibilities
Primary Functions
· Monitor and manage incoming Salesforce service cloud tickets across multiple channels
· Triage and prioritize issues based on business impact and urgency
· Route tickets to appropriate teams (Admin, Dev, Project Manager, or backlog submission)
· Communicate professionally with internal users and end customers to resolve or escalate cases
· Ensure SLA adherence and maintain proper documentation of all case resolutions
· Identify and document repeat issues to contribute to FAQ and knowledge base development
Daily Operations
· Real-time ticket ownership from submission to resolution/escalation
· Provide regular status updates to stakeholders per SLA requirements
· Collaborate with L2/L3 teams for complex technical escalations
· Maintain case hygiene ensuring accurate categorization and documentation
· Support smooth handoffs across Follow-the-Sun coverage model