Salesforce Support Analyst (Remote - Night Shift)

KMC Solutions; Metro Manila; Remote; PHP 600,000 - 900,000; Full time

Job summary

KMC Solutions is seeking a Support Operations Analyst to join our Customer Experience Operations team in the Philippines. You will administer support systems, manage user access, and drive efficient processes to ensure a seamless customer experience.

This role involves onboarding and offboarding activities, license management, and collaboration with cross-functional teams to resolve operational issues. Ideal candidates will have experience supporting customer-facing operations, strong attention

Responsibilities

• Provide administrative and operational support to customers, partners, and internal stakeholders through email correspondence and Salesforce (SFDC) case management.
• Monitor and manage the Support Admin queue, ensuring requests are prioritized and resolved in accordance with established service levels.
• Process Support Operations requests, including support portal account creation, modifications, access troubleshooting, and user maintenance activities.
• Manage customer user onboarding and offboarding activities, including support users, churned customers, and Proof of Concept (POC) environments.
• Administer and maintain community licenses, ensuring appropriate access, licensing compliance, and user entitlement management.

Job description

About the Role:

The Support Operations Analyst is a key member of the Customer Experience Operations team, responsible for supporting customers, partners, and internal stakeholders through the administration of support systems, user access, and operational processes. This role plays a critical part in ensuring a seamless customer experience by managing support portal access, community licensing, onboarding and offboarding activities, and Support Operations requests.

Responsibilities;

• Provide administrative and operational support to customers, partners, and internal stakeholders through email correspondence and Salesforce (SFDC) case management.
• Monitor and manage the Support Admin queue, ensuring requests are prioritized and resolved in accordance with established service levels.
• Process Support Operations requests, including support portal account creation, modifications, access troubleshooting, and user maintenance activities.
• Manage customer user onboarding and offboarding activities, including support users, churned customers, and Proof of Concept (POC) environments.
• Administer and maintain community licenses, ensuring appropriate access, licensing compliance, and user entitlement management.
• Support user and account maintenance activities across business systems to ensure data accuracy and consistency.
• Perform routine audits, data cleanup activities, and access reviews to maintain data quality and system integrity.
• Serve as a steward of customer and partner data by maintaining accurate records and ensuring operational processes are followed consistently.
• Collaborate with cross-functional teams to resolve operational issues, support customer requests, and improve internal processes.
• Create and maintain process documentation, knowledge articles, and operational procedures.
• Identify opportunities to improve efficiency, scalability, and the overall customer experience through process improvements and automation.

What You’ll Bring:

• Experience supporting customer-facing operations, support organizations, customer success, professional services, or related business functions.
• Strong organizational skills with the ability to manage multiple priorities and a high volume of requests.
• Exceptional attention to detail and commitment to data accuracy.
• Strong written and verbal communication skills with a customer-first mindset.
• Proven problem-solving skills and the ability to investigate, troubleshoot, and resolve operational issues.
• Experience working with Salesforce (SFDC) or similar CRM, case management, or customer support platforms.
• Ability to collaborate effectively across technical and non-technical teams.
• Experience supporting access management, user administration, account maintenance, or operational workflows.
• A proactive, self-motivated approach to learning new technologies, applications, and business processes.
• A commitment to delivering high-quality customer, partner, and employee experiences.