What You'll Do
Support the daily operation of Salesforce CRM, Experience Cloud, and integrated platforms across the EMEA region. Provide functional troubleshooting for Level 1 and 2 incidents, guiding users through navigation, reporting, and process challenges. Log and manage cases in Jira, escalating complex technical issues to external Managed Service Providers or internal leadership as needed.
Work closely with integration partners managing D365 and other connected systems to identify and resolve data flow discrepancies. Contribute to testing cycles for updates, enhancements, and new implementations. Develop and maintain clear documentation, including user guides and training resources, tailored for international audiences.
Deliver onboarding sessions and refresher training to business users, helping teams adopt best practices. Assist in gathering and clarifying business requirements for new features or workflow changes. Manage user access, permissions, and profiles in alignment with security policies. Monitor system queues and performance indicators to ensure timely resolution of issues.
Requirements
- Deep familiarity with Salesforce CRM, including Sales Cloud, Service Cloud, and Experience Cloud
- Proven experience supporting multi-region Salesforce environments and global user bases
- Strong grasp of Salesforce administration concepts such as roles, profiles, and permission sets
- Experience working with Managed Service Providers in a CRM support capacity
- Solid understanding of ITIL principles and incident management workflows
- Ability to create clear, accessible training materials and documentation
- Effective communication skills with the capacity to explain technical details to non-technical users
- B.S. in Computer Science or equivalent experience in IT support roles
- Minimum of 5 years in IT support, with at least 2 years focused on CRM platforms
Benefits
This role offers a hybrid work model, with 2–3 days per week expected at the Concentrix Porto Office and the remainder remote. The environment emphasizes personal growth, inclusion, and well-being, with a culture that values collaboration and innovation. The organization is committed to equal opportunity employment, with no tolerance for discrimination based on age, disability, gender, race, religion, sexual orientation, or other protected status. Team achievements are recognized, and a supportive atmosphere encourages both professional development and personal fulfillment.
