Salesforce Support & Incident Ops Analyst

Inchcape; Colombia; Híbrido; COP 42.000.000 - 64.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid or remote work arrangements

Remote work bonus

HMO + life insurance for dependents

Descripción de la vacante

Inchcape is actively seeking an Application Operations Analyst to serve as the initial contact for Salesforce-related requests, incidents, and operational support. You will manage, triage, and resolve tickets, while documenting actions and maintaining business continuity.

You will engage with cross-functional teams, execute Level 1 Salesforce tasks, and communicate updates clearly to users, reinforcing a proactive support culture.

Formación

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
• Strong written and verbal communication skills with a customer-focused mindset.
• Excellent organizational, multitasking, and problem-solving abilities.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Experience in Salesforce, CRM, technical support, service desk, or operations support is a plus, but not required.
• Willingness to work rotating schedules between 7:00 AM and 10:00 PM, including holidays and urgent business situations when needed.
• Eagerness to learn new technologies, adapt to changing processes, and continuously develop Salesforce and operational support expertise.

Responsabilidades

• Act as the first point of contact for Salesforce-related requests, incidents, and operational support.
• Manage, prioritize, troubleshoot, and route support tickets while ensuring accurate documentation and timely resolution.
• Provide Level 1 Salesforce support, including investigation, validation, troubleshooting, and operational assistance.
• Coordinate with cross-functional teams and stakeholders to resolve issues and maintain business continuity.
• Lead communication and stakeholder alignment during high-priority and critical incidents.
• Maintain clear, professional communication with users, providing updates and setting expectations throughout the support process.
• Continuously improve support operations by contributing to process enhancements and staying current with Salesforce updates and new technologies.

Conocimientos

Strong communication

Organizational skills

Problem solving

Independent work

Cross-functional collaboration

Educación

Bachelor's degree in IT/CS/Engineering

Herramientas

Salesforce

CRM

Service desk

Descripción del empleo

Inchcape is actively seeking an Application Operations Analyst to serve as the initial contact for Salesforce-related requests, incidents, and operational support. You will manage, triage, and resolve tickets, while documenting actions and maintaining business continuity.

You will engage with cross-functional teams, execute Level 1 Salesforce tasks, and communicate updates clearly to users, reinforcing a proactive support culture.