Salesforce Marketing Cloud Support Analyst – Junior

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Receive, acknowledge, and monitor tickets using the ITSM tool.

• Validate priorities, update statuses, and inform users about ticket closures.

• Address incidents and service requests in accordance with Standard Operating Procedures (SOP) and the Known Error Database (KEDB).

• Respond to clarification inquiries and offer functional support concerning Salesforce Marketing Cloud.

• Execute standardized data loads and carry out recurring operational tasks.

• Provide workarounds when necessary.

• Ensure adherence to SLAs established for each priority level.

• Document new incident scenarios and assist in the creation and revision of operational procedures.

• Elevate requests to Level 2 (L2) teams when configuration changes, development, or code fixes are needed.

• Promote the continuous enhancement of support and service processes.

⛳️ Requirements

• Fundamental knowledge of Salesforce Marketing Cloud (SFMC).

• Experience or familiarity with technical support, service desk, or systems operations.

• Strong analytical abilities and problem-solving skills.

• Basic understanding of data management and file processing for operational loads.

• Intermediate English proficiency for reading, writing, and professional communication.

• Fluent in Portuguese.

🏝️ Benefits

• Not specified