Salesforce Support Analyst (L1)

Job Title: Salesforce Support Analyst (L1) Company: Avance Consulting Job Category: Salesforce Roles & Responsibilities: Role Overview The Salesforce Support Analyst (L1\) serves as the first line of support for Salesforce users across Service Cloud, Sales Cloud, CPQ, and Field Service . The role focuses on SOP\-driven incident handling, service request fulfillment, and proactive monitoring to ensure smooth day\-to\-day operations and system stability. Key Responsibilities * Act as the first point of contact for Salesforce\-related incidents and service requests, ensuring proper triage and timely resolution. * Perform first\-line incident triage , categorize and route tickets based on defined SOPs and escalation paths. * Monitor system alerts and integrations , escalating issues proactively to L2 or technical teams when required. * Provide resolutions to service requests strictly following approved SOPs and standard guidelines. * Deliver workaround solutions for known issues using entries available in the Knowledge Base (KEDB) . * Manage access\-related requests such as creation/deactivation of users, role or profile assignments, and permission\-set adjustments under SOP control. * Execute operational and routine activities (e.g., scheduled data checks, queue clean\-up, user validations) as defined in the daily/weekly SOP checklist. * Maintain clear and concise ticket documentation for all actions performed and update status within SLA timelines. * Collaborate with L2 Analysts and Technical Teams to share observations, potential improvements, and recurring issue patterns. * Contribute to Knowledge Base updates and ensure SOPs remain current and user\-friendly. Work Location: Melbourne, Victoria, Australia Availability: Full time

Required Skills \& Experience Key Skills: Salesforce Salary: Not disclosed