• Provide front-line support for Salesforce-related issues, responding to and resolving user inquiries in a timely manner • Identifying, administrating, triaging and resolving a variety of incidents and service requests • Diagnose and troubleshoot technical issues related to Salesforce applications, integrations, and customization • Resolving incidents using established guidelines and procedures with assistance from experienced engineers as needed • Documenting troubleshooting steps and current incident status in our case management system and maintaining a runbook for common issues • Collaborate with Salesforce developers and Product Owners to escalate and resolve complex issues • Creating training guides and best practices documentation to share with user community on common operations and issues • Implement and manage user access, roles, and permissions within Salesforce • Participate in testing and validation of new Salesforce features, enhancements, and upgrades. • Identify opportunities for process improvements and contribute to the development of best practices for Salesforce support. • Maintain accurate records of support requests, resolutions, and user interactions • Provide regular updates to users on the status of their support requests and follow up to ensure satisfaction. • Stay current with Salesforce releases, features, and best practices to provide informed support and recommendations • Establishing and adhering to Service Level Agreements (SLAs) related to helpdesk support operations