Salesforce Application Support Specialist

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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.