Technical Support Associate

We are currently hiring for the position of Technical Support Associate / Salesforce Associate.

Please find the job details below for your reference.

Position: Technical Support Associate / Salesforce Associate
Experience: 1-2 Years
Work Shift: Rotational Shifts (247)
Interview Process: Face-to-Face (F2F)

Work Location: Erandwane, Pune.

Key Responsibilities

• Provide L1 support for Salesforce-based finance/loan applications.
• Handle incident management, issue tracking, and resolution within defined SLAs.
• Troubleshoot issues related to loan processing, customer data, and workflows.
• Coordinate with internal IT, business teams, and vendors for issue resolution.
• Support data validation, data correction, and basic reporting.
• Maintain proper documentation and reports using MS Excel and Word.
• Send clear and professional email communication to users and stakeholders.
• Follow defined SLAs for response and resolution.
• Escalate complex issues to the L2 team with complete and accurate details.
• Maintain proper ticket descriptions before escalation.
• Attend shift handover calls and provide clear updates.
• Follow banking compliance and data security guidelines.
• Oversee day-to-day operational activities and production-related tasks.
• Coordinate with clients during daily/weekly project calls.
• Identify customer needs and assist customers in using specific features.
• Analyze and report product/application malfunctions.
• Maintain internal databases with technical issues and relevant customer discussions.
• Follow defined processes and contribute towards best practices and operational efficiency.

Must-Have Skills

• Good knowledge of Salesforce & CRM; Salesforce Administration knowledge is preferred.
• Strong verbal and written communication skills.
• Experience with loan management systems or fintech applications.
• Knowledge of incident management and ticketing tools such as Jira.
• Good knowledge of MS Excel and Microsoft Office.
• Ability to maintain proper documentation and reports.
• Willingness to work in 247 rotational shifts.
• Ability to learn quickly and work effectively under pressure.