Salesforce Support Lead

Summary

Join Big Brothers Big Sisters of America as a Salesforce (Matchforce) Support Lead and become a crucial member of the IT Operations team. You will manage communication and support between the Tier 1 support team and Salesforce Administrators, ensuring efficient issue resolution. This role involves troubleshooting complex Salesforce issues, collaborating with administrators on system updates, and developing knowledge base documentation. You will also lead efforts to resolve recurring problems, assist with user training, and monitor system performance. The position is 100% remote within the Continental United States and requires 3-5 years of experience in Salesforce support or a related field. A Bachelor’s degree or equivalent experience is required.

Requirements

• Bachelor’s degree in information technology, business administration, or a related field, or experience equivalent
• 3-5 years of experience in Salesforce support, system administration, or technical support role
• Experience working in a support environment handling Salesforce or other CRM systems
• Salesforce certifications (Administrator, Advanced Administrator, Business Analyst)
• Knowledge of ITIL processes and best practices for incident management and service requests
• Proficiency in Salesforce, including system configuration, user management, and reporting
• Problem-solving skills, with the ability to quickly assess issues and provide solutions
• Customer service orientation, with the ability to empathize with users, understand their needs, and provide clear, concise, and friendly support
• Experience working with ticketing systems (e.g., Jira, ServiceNow, or Solarwinds) to manage support issues
• Ability to work independently, prioritize workload, and meet deadlines in a fast-paced environment
• Ability to perform problem diagnosis for end users with varying degrees of technical understanding
• Understanding of Salesforce data models, workflows, and automations
• Experience developing documentation, support guides, and training materials
• Highly self-motivated
• Ability to work occasional overtime
• Location: Continental United States (100% remote)

Responsibilities

• Act as the primary liaison between the Tier 1 support team and Salesforce Administrators, ensuring efficient communication and resolution of support tickets
• Manage the escalation of Salesforce-related tickets, ensuring timely resolution
• Provide Tier 2 support for complex Salesforce issues, including troubleshooting, data management, reports & dashboards, and process improvement recommendations
• Collaborate closely with Salesforce Administrators to address system changes, enhancements, and updates
• Develop and maintain knowledge base documentation, user guides, and support processes to improve efficiency in handling recurring issues
• Lead efforts to identify and resolve recurring technical problems and work proactively with Salesforce Admins to reduce the volume of support requests
• Assist with user training and adoption of Salesforce best practices and new functionalities
• Monitor and report on system performance, user issues, and trends, providing recommendations for continuous improvement
• Assist in testing new Salesforce features, releases, and system updates to ensure a seamless experience for end-users
• Manages related and other duties as assigned in support of department and business needs
• Demonstrate commitment to BBBSA’s shared leadership competencies and organizational values
• Provide consistent follow-up regarding assigned projects and after meetings
• Cultivate an environment where all team members feel valued, included, and empowered to achieve their potential
• Manages related and other duties as assigned in support of department and business needs