Senir Service Cloud Lead_ECAS-SFDC

Description:

· Manage L2/L3 Salesforce Service Cloud support activities.

· Troubleshoot incidents and drive issue resolution within SLA.

· Perform root cause analysis and preventive actions.

· Support releases, deployments, and post-production validation.

· Coordinate with business users and development teams.

· Identify automation and optimization opportunities.

· Maintain support documentation and knowledge articles.

· Participate in governance, reporting, and continuous improvement initiatives.

Mandatory Skills

Salesforce Service Cloud implementation and support experience (4+ years)

Strong understanding of:

• Case Management
• Omni-Channel
• Knowledge Management
• Service Console
• Entitlements & Milestones
• Email-to-Case and Web-to-Case
• Salesforce Lightning Experience

Salesforce Administration and Configuration