Salesforce App Support Specialist (Tier 2)

Tata Consultancy Services; Monterrey; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services is hiring a Salesforce Application Support Analyst (Tier 2) in Monterrey to provide technical and application support for enterprise users. You will troubleshoot incidents, manage user access, and collaborate with cross-functional teams to ensure high-quality support.

Salesforce experience is not required; willingness to learn is valued. Ideal candidates will have strong application support background, ITIL or similar frameworks, and a customer-focused approach to

Formación

• Experience in Application Support, Service Desk, or Technical Support environments.
• Strong troubleshooting and problem-solving skills.
• Understanding of operating systems, enterprise applications, and user access management.
• Experience with incident management and ticketing systems.
• Knowledge of authentication, permissions, and access controls.
• Familiarity with incident prioritization, escalation processes, and SLA management.
• Ability to analyze issues, identify root causes, and document findings.
• Strong verbal and written communication skills.
• Ability to support multiple incidents in a fast-paced environment.
• Strong attention to detail and collaboration skills.

Responsabilidades

• Provide technical and application support for end users.
• Investigate, troubleshoot, and resolve application incidents.
• Perform user access, authentication, and permission-related support.
• Document issues, resolutions, and troubleshooting activities in ticketing systems.
• Escalate complex issues to appropriate support teams when required.
• Meet SLA and KPI targets while delivering excellent customer service.
• Collaborate with Tier 2, Development, and other technical teams.
• Create and maintain knowledge articles and support documentation.
• Identify recurring issues and recommend process improvements.
• Continuously develop Salesforce knowledge and technical expertise.

Conocimientos

Application Support

Troubleshooting

Incident Management

User Access

SLA Management

Ticketing Systems

Communication

Documentation

Collaboration

Herramientas

Jira

ServiceNow

Descripción del empleo

Tata Consultancy Services is hiring a Salesforce Application Support Analyst (Tier 2) in Monterrey to provide technical and application support for enterprise users. You will troubleshoot incidents, manage user access, and collaborate with cross-functional teams to ensure high-quality support.

Salesforce experience is not required; willingness to learn is valued. Ideal candidates will have strong application support background, ITIL or similar frameworks, and a customer-focused approach to