🚀 Salesforce Production Support Lead

• Act as the primary point of contact for Salesforce production support, managing and resolving tickets across various business units.
• Triage and prioritize support tickets based on urgency and impact.
• Conduct root cause analysis and apply critical thinking to solve complex problems.
• Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions.
• Collaborate closely with business users, analysts, and developers to understand issues and enhancements.
• Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction.
• Follow Salesforce best practices for security, scalability, and performance.
• Document processes, resolutions, and recurring issues for knowledge management and training purposes.
• Suggest and implement improvements to Salesforce processes to reduce ticket volume and enhance efficiency.
• Monitor Salesforce system performance and proactively address potential issues.

Qualifications:

• 5+ years of hands-on Salesforce development and production support experience.
• Experience working with Service Cloud, Sales Cloud, and other Salesforce instances in an enterprise environment.
• Proven ability to triage, resolve, and document technical issues.
• Excellent analytical skills ability to identify trends and propose preventative measures.
• Ability to design and implement processes for intake and management of enhancement/configuration requests.
• Strong communication and collaboration skills across technical and non-technical teams.
• Salesforce certifications are a plus (e.g., Platform Developer I/II, Administrator).
• Strong problem-solving skills and the ability to think critically.
• Ability to work independently and as part of a team.
• Experience with Salesforce Lightning, Apex, and Visualforce is preferred.
• Familiarity with Salesforce best practices and data management.

ROBOTIC PROCESS AUTOMATION LLC is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status. ROBOTIC PROCESS AUTOMATION LLC will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal opportunity, employment eligibility requirements or related matters. Nor will ROBOTIC PROCESS AUTOMATION LLC require in a posting or otherwise U.S. citizenship or lawful permanent residency in the U.S. as a condition of employment except as necessary to comply with law, regulation, executive order, or federal, state, or local government contract