Norstella · India
The CRM Support Specialist serves as the primary point of contact for end users seeking assistance with the organization's Salesforce platform. This role is responsible for delivering timely, accurate, and high-quality support across a range of day-to-day Salesforce needs — including user administration, access management, and issue resolution. This is not a configuration or development role; the CRM Support Specialist focuses on operational support.
User Administration & Access Management
● Create and provision new Salesforce user accounts in accordance with established onboarding procedures and role requirements.
● Deactivate user accounts promptly upon employee offboarding or access revocation requests, following defined security protocols.
● Assign and manage user profiles, roles, permission sets, and permission set groups based on business need and the principle of least privilege.
● Respond to access-related requests from managers and HR, ensuring appropriate approvals are obtained and documented.
● Conduct periodic access reviews and reconcile user lists against HR records to ensure accuracy.
End User Support & Troubleshooting
● Serve as the first point of contact (Tier 1/Tier 2) for Salesforce-related issues submitted via ticketing system.
● Diagnose and resolve common user issues including login problems, page layout confusion, field visibility, record access, and data entry errors.
● Escalate complex technical issues or configuration-related defects to the Tier 3 support or the development team with clear documentation.
● Provide guidance to users on Salesforce navigation, features, and best practices.
● Maintain and update a knowledge base with solutions to recurring issues and FAQs.
● Track and manage support tickets through to resolution, ensuring timely follow-up and user satisfaction.
● Build custom report types to support cross-object reporting needs identified by end users.
Data Quality & Hygiene
● Assist users with bulk data operations such as mass updates, data imports, and deduplication using standard Salesforce tools.
● Support data cleanup initiatives.
Collaboration & Documentation
● Work cross-functionally with Sales, Marketing, Operations, and other departments to understand support needs.
● Document recurring user issues, support procedures, and resolutions in a shared knowledge repository.
● Participate in user acceptance testing (UAT) for new Salesforce features or releases as needed.
● Communicate proactively with users regarding planned maintenance, known issues, and resolution timelines.
1 - 3 years of experience working with Salesforce in a support, operations, or administrative capacity.
● Working knowledge of Salesforce core objects (Leads, Contacts, Accounts, Opportunities, Cases) and navigation.
● Experience with Salesforce user management including profiles, roles, permission sets, and sharing rules.
● Ability to build Salesforce reports and dashboards from scratch.
● Strong written and verbal communication skills with a customer-service orientation.
● Highly organized with the ability to manage multiple open tickets and requests simultaneously.
● Proficiency with a ticketing/help desk system (e.g. Salesforce cases, Jira, ServiceNow, or similar).
Preferred
● Salesforce Certified Administrator (ADM 201) certification.
● Familiarity with Salesforce Lightning Experience.
● Exposure to Salesforce Health Check, login history, and audit trail tools.
● Prior experience supporting a Salesforce org with 100+ users.
CORE COMPETENCIES
● Customer Focus — Puts users first; responds with empathy and urgency.
● Attention to Detail — Accurately manages access controls and report logic with minimal errors.
● Problem-Solving — Methodically diagnoses issues and identifies root causes.
● Communication — Translates technical topics into plain language for non-technical users.
● Accountability — Owns tickets through resolution and follows through on commitments.
● Adaptability — Comfortable working in a fast-paced environment with shifting priorities.
SCOPE & LIMITATIONS
This role does not include responsibility for Salesforce configuration, customization, or development activities. Changes to page layouts, flows, validation rules, custom objects, integrations, or code deployments are outside the scope of this position and are owned by the Salesforce Administrator and/or development team. The CRM Support Specialist is expected to identify when requests fall outside their scope and route them to the appropriate resource.
Health Insurance
Provident Fund
Life Insurance
Reimbursement of Certification Expenses
Gratuity
24x7 Health Desk
01: Bold, Passionate, Mission-First
02: Integrity, Truth, Reality
03: Kindness, Empathy, Grace
04: Resilience, Mettle, Perseverance
05: Humility, Gratitude, Learning
