Exp: 6years – 9years
Location: Chennai/Pune/Mumbai/Bangalore/Noida/Ahmedabad/Coimbatore/Dehradun
Np: Immediate Joiner to 15days
Key responsibilities
- Triage and resolve incidents from end users (case management, root-cause analysis, escalation).
- Apply configuration changes in Sales Cloud and CPQ (record types, page layouts, workflows/Flows, product/price updates, quote templates) following change-control procedures.
- Support CPQ quote creation, pricing/discount calculations, bundles, and approval processes; fix or reproduce quoting issues.
- Monitor and maintain data quality (de-duplication, imports, reconciliation with ERP/billing).
- Coordinate with developers, architects, and external vendors for complex defects or integrations.
- Run and validate deployments, manage sandboxes, and assist in release testing and UAT.
- Create and maintain support documentation, runbooks, and user-help articles; provide training and knowledge transfer to users.
- Track support metrics and contribute to continuous improvement (reduce ticket reopen rate, shorten resolution time).
Required technical skills
- Practical knowledge of Salesforce Sales Cloud configuration and administration.
- Hands-on experience with Salesforce CPQ (product model, price rules, quote templates, approvals).
- Familiarity with Salesforce Flow, basic Apex awareness (to troubleshoot with developers), and LWC/Aura context.
- Data handling skills (Data Loader, CSV imports) and basic understanding of APIs/integrations.
- Experience with ticketing systems (ServiceNow/JIRA) and release management processes.
Soft skills & business capabilities
- Strong troubleshooting and analytical skills with customer-service orientation.
- Clear communication for working with business users and technical teams.
- Ability to prioritize, document steps clearly, and follow change-control policies.
- Comfortable working in an on-call or rotating support shift if required.
