Salesforce Support Analyst

We are looking for a Salesforce Support Analyst in Lisbon or Porto who's eager to embark on an exciting new opportunity! Apply here https://form.typeform.com/to/PYqxT8NO?opportunity=Sara%20Norberto&channel=ITJobs

About KWAN

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 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.

Do you meet most of the position requirements? Then grab this opportunity and apply now! https://form.typeform.com/to/PYqxT8NO?opportunity=Sara%20Norberto&channel=ITJobs

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.
• A relocation package and visa sponsorship for all our international hires.

Some Words From Our Colleagues

“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

Grab this opportunity, apply now! https://form.typeform.com/to/PYqxT8NO?opportunity=Sara%20Norberto&channel=ITJobs

Contacts and Address

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Avenida Duque de Ávila, 46 - 3ºA 1050 - 083 Lisboa