Support Consultant, Salesforce

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

📋 Description

• Provide functional support and assistance to users of Salesforce

• Analyze, process, and conduct initial diagnosis of incidents, inquiries, and potential bugs

• Assess if issues stem from tool usage or if they are incidents/bugs

• Create and log tickets in Salesforce using Cases/User Support

• Document incidents with evidence, scenarios, impacts, and necessary details

• Prepare and log tickets in English for escalation to the global team

• Monitor Cases with the global team and perform regular follow-ups

• Keep track of deadlines, responses, inquiries, and estimated resolution timelines

• Update users regarding the progress of their tickets

• Conduct data quality and organization analyses as well as activities in Salesforce

• Assist with data loads and updates on the platform

• Reconcile and validate databases using Excel

• Identify records, IDs, and information necessary for updating Salesforce databases

• Aid in preparing files for data loads

• Collaborate with internal, commercial, and global teams

• Manage and organize requests, prioritizing tickets based on urgency and impact

• Actively seek out issues and opportunities for enhancing support

⛳️ Requirements

• Proven professional experience with Salesforce

• Background in functional support, application maintenance, or user support for systems

• Familiarity with creating, tracking, and managing tickets/Cases

• Capability to perform initial incident analysis and triage

• Proficient written English for effective communication with global teams

• Knowledge of Excel for database manipulation and analysis

• Understanding of VLOOKUP/XLOOKUP, filters, validations, basic formulas, and data organization and processing

• Strong skills in documentation and evidence recording

🏝️ Benefits

• Meal or food allowance

• Discounts on courses, universities, and language schools

• Stefanini Academy — a platform providing free, up-to-date online courses with certificates

• Mentoring opportunities

• Benefits club for consultations and medical tests

• Health insurance

• Dental insurance

• Access to benefits and discounts at leading establishments

• Travel club

• Pet insurance/benefits partnership