Salesforce Support

20 hours ago

Greater Melbourne Area, Australia IT Technical Jobs Full time $60,000 - $80,000 per year

We are seeking a proactive and detail-oriented 
Salesforce Support Analyst (Level 1)
 to provide first-line support for our Salesforce users. The ideal candidate will assist in resolving user issues, performing basic configuration tasks, and ensuring smooth day-to-day operation of our Salesforce environment.

This is an excellent opportunity for someone looking to grow their Salesforce career while working closely with administrators, business users, and IT teams in a dynamic environment.

Key Responsibilities
 
User Support & Incident Management

  • Serve as the 
    first point of contact
     for Salesforce-related queries, incidents, and service requests.
  • Log, categorize, and prioritize incoming tickets in the ITSM system (e.g., ServiceNow, Jira Service Desk).
  • Troubleshoot and resolve basic Salesforce issues related to:
  • User login/access and permission errors.
  • Record visibility, page layouts, and data lookup issues.
  • Reports, dashboards, and data filters.
  • Escalate complex issues to Level 2 or Salesforce Administrator teams as needed.

 
System Administration (Basic Tasks)

  • Create, deactivate, or modify 
    user accounts, roles, and profiles
     under guidance from senior admins.
  • Maintain user groups, permission sets, and sharing rules.
  • Assist in 
    data import/export
     using tools like Data Loader or Data Import Wizard.
  • Support testing for minor configuration changes, releases, or integrations.
  • Maintain documentation of recurring issues and known resolutions.

 
Reporting & Documentation

  • Generate and distribute scheduled reports and dashboards as requested by business users.
  • Maintain updated documentation for processes, configuration, and FAQs for end users.
  • Track and report common support trends or recurring issues to help improve system usability.

 
Collaboration & Continuous Improvement

  • Work closely with Salesforce Administrators, Developers, and Business Analysts to understand ongoing projects or system updates.
  • Provide feedback on recurring user pain points and propose small process improvements.
  • Stay current with Salesforce updates and releases to understand their impact on user experience.

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