Salesforce Application Support Specialist

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Overview

The Salesforce Application Support Specialist will be responsible for providing front-line support to users of the Salesforce platform. This role involves diagnosing, troubleshooting, and resolving issues related to Salesforce, as well as assisting with user training and documentation. The ideal candidate will have a strong understanding of Salesforce features, functionality, and best practices, combined with excellent communication and problem-solving skills.

Responsibilities:

• Provide first-line support for our 200+ remote sales team, ensuring timely and effective resolution of issues.

• Offer support for our Salesforce Consumer Goods Mobile app, assisting users with functionality and troubleshooting.

• Utilize Zendesk to manage, track, and resolve support tickets, adhering to established SLAs.

• Monitor recurring issues and provide feedback to the development team for continuous improvement of the mobile application.

• Develop and maintain comprehensive documentation, including user guides and FAQs.

• Create and record training videos to assist users in navigating the Salesforce CG Mobile app and other related tools.

• Conduct training sessions for the sales team when new features are released, ensuring they are well-equipped to utilize the latest tools and updates.

Requirements:

• Bachelor's degree in Information Technology, Business Administration, or a related field is preferred.

• 2+ years of experience in a help desk, customer support, or technical support role.

• 1+ years of experience working with Salesforce in an administrative or support capacity.

• Previous experience in a help desk or application support role, particularly in supporting remote sales teams, is highly desirable.

• Hands-on experience with Zendesk and Salesforce platforms is a plus.

• Strong problem-solving skills and a continuous improvement mindset, with the ability to identify trends and suggest enhancements.

• Excellent communication skills, both written and verbal, with a focus on creating clear and user-friendly documentation and training materials.

• Experience working within a ticketing system and meeting or exceeding SLA requirements.

• Self-motivated and able to work independently in a remote environment.