Riveron

Salesforce Helpdesk Manager

Riveron

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

Cloud

About the role

  • Lead, mentor, and manage the helpdesk/support team to deliver high-quality service
  • Own and administer the Salesforce Service Cloud platform for all helpdesk operations
  • Manage end-to-end case lifecycle (case creation, routing, escalation, and closure)
  • Configure and optimize Salesforce features:
  • Case queues, assignment rules, escalation rules
  • SLAs and entitlement processes
  • Omni-channel routing (chat, email, phone)
  • Build and maintain automation using Salesforce Flows, validation rules, and workflows
  • Act as the primary escalation point for high-priority incidents and system issues
  • Monitor SLAs, KPIs, and service metrics through Salesforce dashboards and reports
  • Analyze trends and implement continuous improvements in support processes
  • Manage knowledge base, self-service portals, and chatbot (Einstein Bots) integrations
  • Collaborate with IT, CRM, and business teams for enhancements and integrations
  • Ensure data quality, governance, and compliance within Salesforce
  • Support release management, UAT, and change deployments

Requirements

  • Bachelor’s degree in IT, Computer Science, or related field
  • 6–10 years of experience in IT support/helpdesk roles
  • 3–5 years of hands-on experience with Salesforce Service Cloud
  • Proven experience in leading or managing a support/helpdesk team
  • Strong Salesforce configuration skills (Flows, case management, dashboards, reports)
  • Good understanding of ITIL processes (Incident, Problem, Change Management)
  • Experience with omni-channel support (chat, voice, email integration)
  • Strong troubleshooting, analytical, and problem-solving skills
  • Excellent communication and stakeholder management skills.
Benefits
  • Full range of benefits including medical, dental, and vision insurance
  • 401(k) with company match
  • PTO
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Salesforce Service CloudSalesforce configurationSalesforce Flowscase managementdashboardsreportsautomationvalidation rulesworkflowsomni-channel support
Soft Skills
leadershipmentoringcommunicationstakeholder managementtroubleshootinganalytical skillsproblem-solvingcollaborationcontinuous improvementdata governance
Certifications
Bachelor’s degree in ITBachelor’s degree in Computer Science