MUST HAVES:

Salesforce & SaaS Platform Knowledge

o Experience supporting Salesforce-based applications

o Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)

Incident & Ticket Management

• Demonstrated ability to:
• Manage ticket queues and SLAs
• Prioritize incidents based on impact/urgency
• Escalate appropriately while ensuring closure quality
• Maintains clear, searchable knowledge base entries

Customer Support & Service Orientation

• Proven experience providing end-user support in a SaaS environment
• Strong customer-first mindset
• Ability to manage high-pressure situations and user expectations

Identity & Access Management

• Identity-directory administration (e.g., Microsoft Entra ID): security groups...