Salesforce Support Consultant at Reply in Technology, Nakuru, Kenya

Salesforce Support Consultant

About Reply:

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.

Role Overview:

The Salesforce Support Consultant role will provide high-quality support and maintenance across multiple client Salesforce environments, ensuring systems are stable, secure and optimised. Acting as a trusted advisor, they will troubleshoot technical issues, implement enhancements and proactively recommend improvements so customers gain maximum value from their Salesforce investment. Success in this role relies on managing several customer environments in parallel while building strong, long-term client relationships and providing clear, expert guidance.

Responsibilities:

• Act as the primary point of contact for Salesforce-related issues across assigned customers, ensuring timely and effective support.
• Diagnose, troubleshoot, and resolve user-reported problems, escalating complex issues to Salesforce or internal technical teams and tracking them through to resolution.
• Monitor and maintain data quality, system security, backups, and apply patches and updates in line with Salesforce releases.
• Maintain clear, accurate documentation of support activities, system changes, configurations, and solutions provided.
• Prepare and deliver regular reports on system performance, recurring user issues, and the impact of implemented enhancements.
• Identify and recommend opportunities for process automation, optimisation, and adoption of new Salesforce features.
• Collaborate with internal teams to provide feedback that shapes product and service improvements.
• Build and maintain strong, positive relationships with multiple customers, acting as a trusted Salesforce advisor.

About the Candidate:

• Holds a minimum 2.1 Bachelor’s degree in Computing, IT, or a business-related discipline.
• Demonstrates strong problem-solving skills, with the ability to independently troubleshoot and resolve technical issues.
• Possesses excellent communication and interpersonal skills, with a clear customer-first mindset.
• Brings strong organisational and multitasking abilities to manage multiple customer environments and shifting priorities, ideally with some consultancy or managed service experience.
• Has initial exposure to Salesforce-related coding languages such as Apex, Visualforce, or Lightning Web Components (desirable).
• Willing to work on a shift rota (early 8:00–16:30 and late 11:30–20:00 UK time).
• Available to participate in a weekend on-call rota (typically one in four weekends), with additional payment provided for on-call shifts.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.