12313257 - Consultor de Sustentação Salesforce

Stefanini; United States; Presencial; USD 65 000 - 85 000; Tempo integral

Resumo da oferta

Stefanini Group is seeking a Salesforce Support Analyst to maintain and support our Salesforce environment. You will provide functional support to users, diagnose incidents, and manage global support tickets with a focus on data quality.

The role requires strong English communication, solid Excel skills (VLOOKUP/XLOOKUP), and thorough documentation. You will collaborate with internal teams and ensure timely resolutions and clear escalation to technical groups.

Qualificações

• Experience with Salesforce platform and user support
• Experience in ticket lifecycle management
• Ability to triage and perform root-cause analysis
• Strong written English for global teams
• Intermediate Excel (VLOOKUP/XLOOKUP, data cleaning)
• Excellent documentation and evidence logging

Responsabilidades

• Provide functional support and assistance to Salesforce users.
• Receive, analyze, and perform initial diagnoses for user inquiries, incidents, and potential bugs.
• Differentiate between user operational questions and system incidents or software bugs.
• Register and track support requests in Salesforce using Cases.
• Document incidents clearly with evidence, scenarios, and impact details.
• Prepare and log support tickets in English for escalation to global teams.
• Follow up on global Cases to ensure prompt resolution and communicate with users.
• Monitor response times, deadlines, and fix ETAs.
• Conduct data quality and database maintenance in Salesforce.
• Support data uploads and updates using Excel for cross-reference.
• Organize data load files with record IDs and required fields.
• Collaborate with internal business units and global support groups.
• Maintain organized control of support requests and prioritise tickets.
• Identify opportunities to improve functional support processes and user experience.

Conhecimentos

Salesforce platform

Functional support

Ticket lifecycle

Root-cause analysis

English communication

Excel skills

Ferramentas

Salesforce

Excel

Descrição da oferta de emprego

At Stefanini Group, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity to drive real global impact. If you are looking for an opportunity for professional growth in an environment that values innovation, respect, autonomy, and partnership, you will find it here!

We are looking for a Salesforce Support Analyst to join our team in sustaining and supporting our Salesforce environment. In this role, you will be key to ensuring effective functional support, diagnosing incidents, managing global support tickets, and maintaining high standards of data quality across the platform.

Responsibilities

• Provide functional support and assistance to Salesforce users.
• Receive, analyze, and perform initial diagnoses for user inquiries, incidents, and potential bugs.
• Differentiate between user operational questions and system incidents or software bugs.
• Register and track support requests in Salesforce using Cases and User Support structures.
• Document incidents clearly and thoroughly, attaching necessary evidence, scenarios, and impact details.
• Prepare and log support tickets in English for escalation to global technical teams.
• Follow up continuously on global Cases to ensure prompt resolution and maintain regular communication with users.
• Monitor response times, deadlines, and fix ETAs.
• Conduct data quality and database maintenance activities within Salesforce.
• Support data uploads and updates, cross-referencing and validating datasets using Excel.
• Organize and prepare data load files, identifying record IDs and required data fields.
• Collaborate closely with internal business units, commercial teams, and global support groups.
• Maintain organized control of support requests, prioritizing tickets based on urgency and business impact.
• Proactively identify opportunities to improve functional support processes and user experience.

Mandatory requirements

• Professional experience working with the Salesforce platform.
• Solid background in functional support, platform maintenance, or user support systems.
• Practical experience with ticket lifecycle management (opening, tracking, and resolving Cases).
• Strong ability to conduct initial triage and root-cause analysis of functional incidents.
• Professional written English communication skills for daily interaction with global teams.
• Intermediate Excel skills for data analysis and manipulation (VLOOKUP/XLOOKUP, filters, data validation, formulas, and data cleaning).
• Excellent documentation skills with attention to detail and evidence logging.

Differentials

• Familiarity with global corporate workflows and cross-functional team collaboration.
• Passion for continuously learning new Salesforce features and best practices in data governance.

What we expect

We look for a proactive, collaborative, and detail-oriented team member who takes ownership of user demands from intake through to global resolution. If you combine solid analytical skills, clear communication, and a dedication to service quality, you will thrive in this position.