Salesforce Support Specialist
Location: Mexico City (Hybrid)

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

As a Salesforce Support Specialist supporting the IT Commercial DevOps & Release Management Team, you will be trusted to manage issue resolution and end-user support for the Salesforce Sales Cloud and Pitcher platforms in Mexico City.

IN THIS ROLE, A TYPICAL DAY WILL INCLUDE:

• Acting as the primary point of contact for issue resolution related to SFDC Sales Cloud and Pitcher.
• Communicating effectively with end users, development teams, and cross-functional stakeholders.
• Managing the end-to-end lifecycle of support tickets using platforms like ServiceNow (SNOW) and Jira.
• Triaging issues to identify root causes and reassigning tickets outside the Sales Cloud or Pitcher scope.
• Ensuring seamless support coverage during the India team’s off-hours by addressing incoming tickets.
• Proactively flagging high-priority or time-sensitive issues before logging off for smooth handovers.
• Maintaining ticket hygiene:
  • Assigning or reassigning open tickets by shift end.
  • Meeting defined SLAs for resolution and response times.
  • Providing regular updates and escalations when needed.
  • Communicating any planned/unplanned unavailability in advance.

WHAT YOU’LL BRING TO ALCON:

Minimum Requirements

• 2–3 years of experience as a Salesforce Administrator or in a Salesforce support role.
• Strong understanding of Salesforce Sales Cloud.
• Excellent verbal and written communication skills in English.
• Proven ability to bridge the gap between technical teams and business users.

Additional Qualifications

• Experience in Salesforce development.
• Familiarity with Salesforce Sales Cloud features and customization.
• Salesforce Certifications (one or more preferred):
  • Salesforce Administrator
  • Salesforce Platform App Builder
  • Salesforce Sales Cloud Consultant

HOW YOU CAN THRIVE AT ALCON:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• Be part of a global company dedicated to innovation and growth in eye care

Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.