Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. Our deep understanding of industry trends allows us to conduct targeted, efficient recruitment. Committed to excellence, we build long-lasting partnerships that drive business success. At Roca Alliances, we help businesses thrive by delivering the right professionals to meet their needs.
This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years and serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.

SUMMARY:

We are seeking a Salesforce Support Analyst to provide technical support and assistance to end-users of our Salesforce platform. The ideal candidate will troubleshoot issues, manage user requests, and ensure data accuracy and system functionality. This role requires strong analytical skills, familiarity with Salesforce features, and the ability to communicate technical information to non-technical users effectively.

QUALIFICATIONS:

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Experience: 4+ years of experience in a Salesforce support or analyst role, preferably in a fast-paced environment.
• Salesforce Knowledge: Strong understanding of Salesforce functionality, features, and best practices.
• Technical Skills: Proficiency in Salesforce administration tasks, including user management, data import/export, and report generation.
• Problem-Solving: Excellent analytical and troubleshooting skills with the ability to identify and resolve issues efficiently.
• Communication Skills: Strong verbal and written communication skills to effectively interact with end-users and translate technical information to non-technical audiences.
• Team Player: Ability to work collaboratively in a team environment and provide outstanding customer service.
• Certifications: Salesforce Administrator Certification preferred; additional Salesforce certifications are a plus.

• Provide first-line support to users by diagnosing and resolving Salesforce issues.
• Manage user accounts, permissions, and security settings within Salesforce.
• Identify and escalate complex technical issues to the development team when necessary.
• Conduct data quality audits and perform regular maintenance tasks to ensure data integrity.
• Collaborate with stakeholders to understand their needs and improve user experience on the platform.
• Stay informed on new Salesforce features and provide training and documentation to users as needed.