Remote Salesforce Application Support Specialist

Summary

Join our talented team as an Salesforce Application Support Specialist, providing expert-level support to customers using our Salesforce-based product.

Requirements

• Bachelor’s degree, Associate’s degree, or equivalent experience
• 1-3 years of professional work experience
• Strong knowledge of Salesforce, including Lightning Experience, configuration, and administration
• Salesforce certifications such as Administrator or Advanced Administrator (preferred)
• Proficiency in troubleshooting Salesforce-related issues, including basic knowledge of Apex, Visualforce, Flows, and integrations
• Customer-first mindset with excellent problem-solving skills
• Proficiency in MS Excel, Google Apps, and other business applications; ability to learn new systems quickly
• Excellent communication and interpersonal skills
• Basic knowledge of the software development lifecycle (SDLC) and agile methodologies (preferred)
• Experience with Salesforce managed services or product support (preferred)
• Advanced level in English

Responsibilities

• Maintain a deep knowledge of our Salesforce-based application, including configurations, integrations, and customizations, to support clients effectively
• Diagnose, prioritize, and resolve technical problems, ensuring minimal disruption to the customer’s operations
• Gather customer requirements and design high-quality solutions in Salesforce (custom objects, fields, workflows, and processes)
• Manage Salesforce users, profiles, roles, and permissions
• Generate and analyze simple and complex Salesforce reports
• Perform testing of system enhancements within test environments and other QA tasks
• Collaborate with engineering teams to resolve escalated issues in a timely manner
• Provide ongoing customer training and support, creating knowledge base articles and user guides as needed
• Monitor application and Salesforce platform performance, proactively identifying and resolving potential issues
• Identify customer issue trends and provide feedback to the product team for future enhancements
• Ensure support tickets are handled within agreed Service Level Agreements (SLAs)
• Collaborate with the Customer Success team to maximize platform usage and benefits for clients