Alamo Area Community Network Salesforce Support Specialist (Contract) Remote · Full time

This is a contract role. The Salesforce Support Specialist’s primary responsibility is to support customers within the Alamo Area Community Network by addressing customer issues. This role requires the candidate to be well-versed in documenting customers’ issues, analyzing the symptoms, and escalating internally if unable to resolve them independently. If you love diagnosing complex issues and can communicate with a wide range of people regarding intricate technical problems, this role will be an excellent fit for you.

Description

Responsibilities  

  • Acquire and maintain current knowledge of relevant product features to provide accurate solutions to customers 
  • Manage incoming user requests from internal users  
  • Provide real-time support for issues relating to Salesforce and continue to follow up with customers until the problem has been resolved  
  • Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices 
  • Escalate urgent requests internally  
  • Assist in system testing to ensure enhancements work properly  
  • Handle ad hoc report & dashboard requests  
  • Contribute to adoption by improving the user experience through standardization, documentation, training, and ongoing usability improvement initiatives   
  • Maintain and customize objects, record types, page layouts, fields, workflow & approval processes, profiles, roles, security settings, sharing, validation rules, and alerts  
  • Leverage declarative tools to enhance system configurations while adhering to best practices  

Position Qualifications  

  • Excellent communication skills 
  • Bachelor’s degree or Equivalent work experience   
  • Customer service experience  
  • Technical support experience  
  • Technical working knowledge of the Salesforce platform 
  • Strong Microsoft Office and Excel skills  
  • Takes initiative and delivers results with minimal supervision  
  • Strong business acumen, technical aptitude, analytical skills, & attention to detail  
  • Ability to manage and prioritize small projects & ticketing system  
  • Ability to clearly & concisely communicate with users in different roles and with varying skill sets  
  • Non-profit Cloud Knowledge (2-3 years experience) 
  • Lightning Console Knowledge (2-3 years experience) 
  • Salesforce Service Cloud Knowledge (2-3 years experience) 


Salary

$3,000 - $4,000 per month