Global Salesforce Support Analyst

Stefanini; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

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.

Qualifications

• 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

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.
• 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.

Skills

Salesforce platform

Functional support

Ticket lifecycle

Root-cause analysis

English communication

Excel skills

Tools

Salesforce

Excel

Job description

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.