Open to opportunities

Surema Soares

@suremasoares

Salesforce CRM Support Analyst specializing in Tier 2 troubleshooting, data integrity, and automation fixes for enterprise teams.

United States

Message

What I'm looking for

I’m looking for a remote or hybrid role where I can own Salesforce Tier 2 support, troubleshoot automation and CRM issues end-to-end, protect data integrity, and partner with cross-functional teams to improve user adoption.

I’m a Salesforce CRM Support Analyst with 10+ years supporting enterprise users and resolving complex technical issues across Salesforce environments. I manage Tier 2 support queues, perform root cause analysis, and troubleshoot workflow automation in Salesforce Lightning—while keeping CRM data accurate through monitoring and data audits.

I’ve supported sales and marketing teams with Salesforce reporting/dashboards and CRM functionality, and I’m trusted for clear, multilingual communication (English, Portuguese, Spanish) during escalated cases. From Marketing Cloud Email Studio, Content Builder, and Automation Studio to customized Salesforce troubleshooting and integration support, I focus on fast, SLA-driven resolution and durable documentation that improves CRM adoption.

Experience

Work history, roles, and key accomplishments

Customer Support Engineering Analyst

ServiceMax

Jan 2018 - Jan 2021 (3 years)

Resolved enterprise-level CRM cases in customized Salesforce environments while maintaining SLA performance targets. Performed root cause analysis for configuration/system errors, partnered with engineering teams to troubleshoot integrations, and helped maintain CRM data integrity.

Troubleshooting CRM Root Cause Analysis Data Integrity SLA

Salesforce Tier 2 Support Specialist

Cognizant

Jan 2014 - Jan 2018 (4 years)

Managed a Salesforce Tier 2 support queue, resolving 10+ complex CRM cases daily while meeting SLA targets. Conducted root cause analysis, escalated advanced cases, supported multilingual enterprise users, and created knowledge base documentation to improve Salesforce adoption.

Tier 2 Support Root Cause Analysis SLA Management Escalation Handling Knowledge Base

Technical Support Agent

John Deere Intelligence Vehicle

Jan 2008 - Jan 2011 (3 years)

Provided high-volume multilingual technical support (80–90 calls daily) across North America, South America, Australia, and New Zealand. Troubleshot GPS and precision agriculture systems in real time while maintaining service quality and customer satisfaction.

Multilingual Support Precision Ag Systems Customer Support