Overview

The Salesforce Support Analyst (L1) serves as the first line of support for Salesforce users across Service Cloud, Sales Cloud, CPQ, and Field Service. The role focuses on SOP-driven incident handling, service request fulfillment, and proactive monitoring to ensure smooth day-to-day operations and system stability.

Key Responsibilities

- Act as the first point of contact for Salesforce-related incidents and service requests, ensuring proper triage and timely resolution.
- Perform first-line incident triage, categorize and route tickets based on defined SOPs and escalation paths.
- Monitor system alerts and integrations, escalating issues proactively to L2 or technical teams when required.
- Provide resolutions to service requests strictly following approved SOPs and standard guidelines.
- Deliver workaround solutions for known issues using entries available in the Knowledge Base (KEDB).
- Manage access-related requests such as creation/deactivation of users, role or profile assignments, and permission-set adjustments under SOP control.
- Execute operational and routine activities (e.g.,



scheduled data checks, queue clean-up, user validations) as defined in the daily/weekly SOP checklist.
- Maintain clear and concise ticket documentation for all actions performed and update status within SLA timelines.
- Collaborate with L2 Analysts and Technical Teams to share observations, potential improvements, and recurring issue patterns.
- Contribute to Knowledge Base updates and ensure SOPs remain current and user-friendly.

Required Skills & Experience

- Experience in Salesforce user support or application operations.
- Exposure to Service Cloud, Sales Cloud, CPQ, or Field Service preferred.
- Understanding of SOP-driven support processes, SLAs, and escalation frameworks.
- Familiarity with ticketing and monitoring tools (e.g., ServiceNow, Jira, or similar).
- Solid communication, analytical, and documentation skills.
- Salesforce Administrator certification (ADM-201) preferred or in progress.

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📌 Salesforce Administrator (Melbourne)
🏢 Avance Consulting
📍 Melbourne