Salesforce Support Analyst
KWAN
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.
- +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.
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.
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)
Grab this opportunity, apply now!