Salesforce Support Consultant

At Grupo Stefanini, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of solving business problems, providing real impact on a global scale.

By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on businesses but also on the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you will find it here!

Join us and be part of the change!

Responsibilities and assignments

Act in the maintenance and functional support of the Salesforce environment, performing the initial handling of incidents and user doubts, problem analysis, opening and monitoring of Cases with the global team, as well as acting in the quality and organization of the platform's data.

The position will have a strong operational and support focus, being responsible for ensuring that tickets are correctly analyzed, documented, forwarded, and monitored until their resolution.

• Provide functional service and support to Salesforce users.
• Receive, analyze, and perform the initial diagnosis of incidents, doubts, and possible bugs.
• Identify if the problem is related to the user's use of the tool or if it effectively characterizes an incident/bug.
• Register tickets in Salesforce, using the Cases/User Support structure.
• Document incidents in a clear, objective, and detailed manner, including evidence, scenarios, impacts, and other information necessary for analysis.
• Prepare and register tickets in English, for forwarding to the global team.
• Monitor Cases with the global team, performing frequent follow-ups and ensuring that no ticket remains untreated.
• Monitor deadlines, responses, doubts, and correction forecasts.
• Keep users informed about the progress of the tickets.
• Perform analyses and activities related to the quality and organization of existing data in Salesforce.
• Support data loads and updates on the platform.
• Perform cross-referencing and validation of databases using Excel.
• Identify records, IDs, and information necessary for updating Salesforce databases.
• Support the preparation of files for data loads, when necessary.
• Work together with internal teams, commercial teams, and the global team.
• Maintain control and organization of demands, prioritizing tickets according to urgency and impact.
• Act proactively in identifying problems and opportunities for improvement in the support process.

Requirements and qualifications

• Professional experience with Salesforce.
• Experience with functional support, maintenance, or user service in systems.
• Knowledge of opening, monitoring, and handling tickets/Cases.
• Ability to perform initial analysis and triage of incidents.
• Written English at a level sufficient for professional communication with global teams.
• Knowledge of Excel for database manipulation and analysis.
• Knowledge of functions such as:
• VLOOKUP/XLOOKUP;
• filters;
• validations;
• basic formulas;
• data organization and processing.
• Good capacity for documentation and recording evidence.

Additional information

• 🍛 Food voucher or meal voucher;
• 👨🏼‍🎓 Discount on courses, universities, and language institutions;
• 📚 Academia Stefanini — platform with free, updated online courses with certificates;
• 🗣 Mentoring;
• 💉 Advantages club for consultations and exams;
• 🏥 Medical assistance;
• 🦷 Dental assistance;
• 💰 Advantages and discount club at the best establishments;
• 🛫 Travel club;
• 🐶 Pet benefits.