Salesforce Support Technician

Summary:

The Salesforce Support Technician will be responsible for delivering white glove level support, both over the phone and in person, to our 6000+ employees utilizing our Salesforce platform. The Salesforce Support Technician performs routine to moderately complex troubleshooting of errors and issues and works with our development team to resolve and maintain staff productivity.

Responsibilities:

• Responds to Salesforce-related tickets escalated from other technicians
• Act as a subject matter expert for Salesforce.
• Creates, monitors, tracks, schedules, updates, and closes tickets within FreshService ITSM tool in a timely manner.
• Provide friendly, white glove level support via phone, email and on-site.
• Collaborate with vendors to resolve issues as necessary

Qualifications:

• 2+ years of experience in an IT Help Desk role
• 1-2 years of experience supporting Salesforce
• Experience in Office 365 and Active Directory Services
• Working knowledge of Windows 7 and 10 and Microsoft Office suite
• Basic understanding of Networking
• Knowledge of configuring Salesforce functions including but not limited to, custom objects, custom settings, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflow, reports & dashboards
• Remote access technologies (VPN terminal services, published apps etc.)
• Preferred experience working with FreshService and VMware
• Ability to determine when Salesforce can solution for requirements with configuration vs code
• Ability to manage sandboxes, establishing a deployment schedule and process with multiple developers
• Ability to assist others with complex issues in a professional manner
• Ability to manage and prioritize incidents, requests, and tasks
• Ability to document the technical requirements if Apex or Visualforce if needed
• Strong problem analysis and problem-solving skills
• Excellent written and verbal communication skills
• Resourceful, well organized, highly dependable, efficient and detail oriented

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