Overview: The Salesforce Support Engineer will have experience in Salesforce administration and provide technical and operational application support for all Salesforce orgs. This position is responsible for resolving all problems that have been escalated from lower support tiers while maintaining satisfactory support levels for the business.
Critical Duties:
Third level support engineer responsible for the resolution of all issues and requests escalated from our first and second level support organizations
Subject matter expert on Salesforce features and functionality supporting business processes
Support production release processes as required
As an escalation point for support issues, build relationships with key support and business users
Responsibilities:
Subject matter expert supporting our Salesforce implementation and its ancillary systems
Escalation support resource for tickets that cannot be resolved by tier 1 or 2 support teams
Identify and remediate situations that resulted in ticket escalation where appropriate
Coordinate with software vendors on submission and resolution of bugs and enhancement requests
Under the direction of the Director, Salesforce Support, handle the administration of Salesforce, including user security and system customization
Prepare documentation to support system administrative functions, procedures, and processes, including an internal knowledge base for the Salesforce Support team
Lead special projects as assigned
Troubleshooting the integration of this system with other property management-related applications in use at Amherst
Troubleshooting issues with scheduled tasks and processes related to the maintenance and operation of Salesforce
Works closely with the Salesforce Developers on new solutions for supporting the environment
Manage and update permissions for user specific roles to ensure we meet regulatory and auditing guidelines
Debug flows and document known issues in development tickets for a Salesforce admins to rectify
Qualifications:
1-3+ years of similar work experience required. Previous success in a fast-paced support or customer service role is highly desired
Must be tech-savvy and eager to learn with the proven ability to understand and explain software
Excellent verbal and written communication skills
Ability to work independently with limited supervision
Strong analytical and problem-solving abilities
Proficiency in Salesforce Lightning Experience and familiarity with Salesforce Field Service Lightning is a plus
Property management software experience preferred
Additional Information: This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.
