Salesforce Support Analyst

Phiture; Porto; Presencial; EUR 32 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Project-based learning opportunities

Competitive salary and benefits

People Experiences Partner support

Resumo da oferta

KWAN is seeking a Salesforce Support Analyst to provide timely technical support for Salesforce-related issues across multiple channels. You will diagnose and resolve issues, manage user access and permissions, and document resolutions in our ticketing system.

The role requires collaboration with CRM and business teams and the ability to train users on best practices. Ideal candidates have 3+ years in Salesforce support, strong troubleshooting skills, and fluent English.

Qualificações

• 3+ years of experience in a Salesforce Support Analyst role or similar CRM support environment.
• Proven ability to troubleshoot Salesforce platform issues and resolve user access, configuration and data integrity problems.
• Strong knowledge of Salesforce standard objects and core functionalities.
• Experience with Salesforce administration activities, including user and permission management.
• Hands-on experience with Salesforce Flows, Approval Processes, and Sharing Rules.
• Excellent written and verbal communication skills to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Customer-oriented mindset focused on service quality.
• Ability to work independently and collaboratively within cross-functional teams.
• Living in Lisbon or Porto (hybrid role)
• Fluent level of English.

Responsabilidades

• Provide timely and effective technical support for Salesforce-related issues via email, ticketing, phone, or other channels.
• Diagnose, troubleshoot, and resolve Salesforce issues including user access, configuration, and data integrity.
• Escalate complex issues to L3 support with clear documentation and context.
• Document support requests, resolutions, and user feedback in the ticketing system.
• Maintain and update documentation related to support processes and business definitions.
• Support user management activities, including user creation, deactivation, profiles, and permission sets.
• Monitor Salesforce system performance and identify improvement opportunities.
• Create, troubleshoot, and maintain Salesforce Flows, Approval Processes, and Sharing Rules.
• Develop and deliver basic training materials for user adoption and best practices.
• Assist users in daily operations using Salesforce effectively.
• Create and maintain Salesforce reports and dashboards for insights and performance.
• Gather user feedback to identify platform enhancements and usability improvements.
• Collaborate with CRM and business teams on ongoing platform improvements.

Conhecimentos

Salesforce troubleshooting

CRM support

Analytical thinking

Communication

Time management

Team collaboration

English fluency

Ferramentas

Salesforce Flows

Approval Processes

Sharing Rules

Salesforce administration

Descrição da oferta de emprego

Lisbon, Portugal; Porto, Portugal

Mid-level (2-3 Years)

Hybrid

English Required

What Is This Challenge About

• Provide timely and effective technical support for Salesforce-related issues through email, ticketing systems, phone, or other support channels.
• Diagnose, troubleshoot, and resolve Salesforce issues, including user access, configuration, and data integrity problems.
• Escalate complex technical issues to L3 support teams when necessary, ensuring clear documentation and context.
• Document support requests, issue resolutions, and user feedback in the ticketing system.
• Maintain and update documentation related to support processes and business definitions.
• Support user management activities, including user creation, deactivation, profiles, and permission sets.
• Monitor Salesforce system performance and identify opportunities for improvement.
• Create, troubleshoot, and maintain Salesforce Flows, Approval Processes, and Sharing Rules.
• Develop and deliver basic training materials to support user adoption and best practices.
• Assist users in effectively utilizing Salesforce for daily operational activities.
• Create and maintain Salesforce reports and dashboards to support business insights and performance tracking.
• Gather user feedback to identify opportunities for platform enhancements and usability improvements.
• Collaborate closely with CRM and business teams to support ongoing platform improvements and business requirements.

What We Are Looking For

• +3 years of experience in a Salesforce Support Analyst role or similar CRM support environment.
• Strong experience troubleshooting and resolving common Salesforce platform issues.
• Solid knowledge of Salesforce standard objects and core functionalities.
• Experience with Salesforce administration activities, including user and permission management.
• Hands‑on experience with Salesforce Flows, Approval Processes, and Sharing Rules.
• Strong analytical and problem‑solving skills with high attention to detail.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Customer‑oriented mindset with a strong focus on service quality.
• Ability to work independently and collaboratively within cross‑functional teams.
• Living in Lisbon or Porto (hybrid role)
• Fluent level of English.

We connect IT professionals with projects that match their skills, professional experience, and goals, then we offer a career progression program, delivered by in‑house specialists - our People Experience Partners - to guide them through our journey with us.

What We Offer

• A project that matches your skills and ambitions, as well as your preferences for working policies and culture.
• A competitive salary with awesome benefits and opportunities to leverage your knowledge and network to earn additional income.
• An empowering and respectful work culture enriched with social and learning events.
• A People Experience Partner specially assigned to you - your go‑to career guide, responsible for supporting your growth, facilitating training, and ensuring your work‑life balance at KWAN.

At KWAN, they make sure that I feel comfortable with the client I’m working for and that what I’m doing aligns with my career aspirations.

Luis Caldeira, DevOps @ KWAN

At KWAN, I’m given the space to be myself and do what I love. I have control over the projects I work on, as well as the direction of my career.

Pedro Fonseca, Front End Developer @ KWAN

I see my People Experience Partner as someone who is always available to provide me with motivation and constant feedback, which helps me be sure that I am in the right place.

Josimar dos Reis, Software Developer @ KWAN

I know that I’ve contributed to the growth of a company that truly values a “people first culture”, because my ideas, experiences, and individuality were always appreciated.

João Nascimento, Software Developer (KWAN Alumni)

My two years at KWAN were an incredible experience! From the start, I was welcomed into a warm and collaborative environment where I felt truly supported.

Laís Ortiz, Software Developer @ (KWAN Alumni)