Job Description:
• Strong in Salesforce Sales, Service and Experience cloud.
• Strong Knowledge and understanding of Salesforce - LWC, Aura, Apex Classes, Controllers and Triggers, Process Builder, Workflow, Formula's, Visualforce etc.
• Understand requirements and implement minor enhancements using the above Salesforce technologies.
• Strong in reading and reviewing Custom code developed in salesforce, troubleshooting issues and resolving tickets and requests.
• Coordinate with the offshore team, work closely with them on incidents and request and ensure that SLA's defined in Contract are met (P1, P2, P3 and P4).
• Troubleshoot and Analyze Incidents and Tasks, perform root cause analysis and coordinate with users to bring it to closure;
• Create Knowledge Articles and share with Level 1 support team to help resolve incidents and tasks quickly with less reliance on Level 2;
• Supporting releases, new features and providing necessary support to users.
• Coordinate with the business owners for any support issues and provide them with regular status updates through Service now for tickets and requests.
• Coordinating with Salesforce support working for Allegis to resolve any platform related issues.
• Open to work in shifts and weekends as we do 24/7 support between onshore and offshore. Compensatory time offs based on work load.
• Work closely with the Level 3 Product and Scrum teams to raise problem tickets for the issues/enhancements identified by the users;
• Create reports and graphs to show progress and present in the daily call with the business to show progress on issues