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Salesforce Support Engineer

Spectraforce

US


8 months ago

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Salesforce Support Engineer
Spectraforce
US

8 months ago

Job Description

 
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.
 

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