Salesforce Support Specialist

• Remotely log into the client's Salesforce instance and perform configuration and customization by installing Salesforce App from Appexchange.

• Provide training and guidance to the end user at the Client site on utilizing the Salesforce application. 

• Guide Tackle customers with installing and implementing the app

• ​​Diagnose, resolve, and respond to customer issues within established Service Level Objectives

• Support the end-user documentation needs and ensure self service documentation remains up to date, through partnership with the product and engineering team

• Capture and relay customer feedback to share with product and engineering team

• Manage proactive outreach to customers on old versions of the app and support them on upgrade endeavors

• Present Salesforce solutions to clients during customer calls.

• Conduct internal debriefing meetings and/or document details of meetings within applicable systems immediately following each client call.

• Execute and delegate project action items to the implementation or support team.

• Manage customer expectations.

• Maintain project timelines.

• Create weekly project status reports.

• Attend regular team standup meetings to review the status of work, discuss workload, and collaborate on any complex problems.

• Design solutions according to client needs and constraints.

• Identify risks and issues in order to prevent “fires” before they occur.

• Help identify and implement process improvements in order to improve our current processes and avoid repeating the same mistakes.

• Stay up to date on changes within the Tackle Platform and Salesforce AppExchange app to provide accurate solutions

• Provide on-call support for critical customer issues

• 3+ years of experience working with the Salesforce platform and strong product knowledge, at least 1 year of hands-on administration experience with Sales Cloud, Service Cloud, and/or CPQ

• Salesforce certification(s), such as Salesforce Certified Administrator or Salesforce Platform App Builder strongly preferred

• Ability to Diagnose, resolve, and respond to end-user issues and inquiries related to Salesforce application installation

• A customer-centric mindset with strong written and oral communication skills

• Salesforce certifications are not required, but are preferred 

• Are self-motivated with strong organizational skills

• Ability to work individually and remotely and to collaborate within a team environment to achieve your goals.

• Have previous experience as a Salesforce administrator or developer

• Previously worked in a remote-first company.

• Have experience working in a rapidly scaling organization.

• Bring YOU to the role - we want creative, positive, and excited team members who can think around corners and push us all to get better every day

• You’re not afraid of a challenge – you analyze, create, share, and adapt

• You’re a continuous learner, eternally curious, with a growth mindset 

• You’re smart, no doubt about it - but your EQ is off the charts as well

• You learn fast, adapt quickly, and pivot without breaking a sweat

• You’re a strong team player and collaborator. You’re happiest when the whole team is successful, and you’ll do whatever it takes to make sure that happens.

• You’re also a self-starter who thrives working independently in a remote setting

• You’re a master of organization and time management

• You are proactive and always two steps ahead of the ask

• You’re an expert at creating content that engages, inspires action, and delivers results across the full customer lifecycle

• You enjoy the demanding pace of a hyper-growth SaaS company

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