Salesforce Helpdesk Support Specialist

** Duties*
* ** and*
* ** Responsibilities
* * include the following:
* Monitor and manage support tickets within a Salesforce-based ticketing system
* Respond to user requests submitted through tickets, email, and phone calls
* Troubleshoot and resolve common Salesforce-related issues, including:
* User access and permissions
* Data entry and record updates
* Reports and dashboards
* Page layouts and field visibility
* Accurately document issues, root causes, and resolutions in Salesforce
* Escalate complex issues to Salesforce Administrators or Developers when needed
* Ensure tickets are resolved within defined SLAs and properly closed
* Communicate clearly and professionally with users throughout the support process
* Identify recurring issues and recommend process improvements
* Maintain up-to-date knowledge of Salesforce features, internal processes, and support procedures
** Supervisory*
* ** Responsibilities** –This job has no supervisory responsibilities.
** Competencies** - To perform the job successfully, an individual should demonstrate the following competencies:

Analytical – Collects, researches, and analyzes data;
Exhibits ability to reason.

Technical Skills – Strives to continuously build knowledge and skills;
Shares expertise with others.

Interpersonal Skills/Customer Service – Exceptional interpersonal skills that involve internal and external contacts regarding company policies, procedures, and programs.  Maintains confidentiality;
Responds promptly to customer needs;
Responds to requests for service and assistance;
Meets commitments.

Teamwork  - Balances  team and  individual responsibilities;  Contributes  to  building  a  positive  team  spirit;  Puts success of team above own interests;
Supports everyone's efforts to succeed.

Organizational Support - Follows policies and procedures;
Completes analysts tasks correctly and on time; supports organization's goals and values.

Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
** Education*
* ** and/or*
* ** Experience
* * Bachelor's degree (B.

A.) from four-year college or university in Information Technology or related field preferred; or relative combination of education and Salesforce experience.
* Experience supporting users in Salesforce (Sales Cloud, Service Cloud, or custom environments)
* Strong troubleshooting and problem-solving skills
* Excellent verbal and written communication skills
* Ability to manage multiple tickets
* Customer-service mindset with a focus on issue resolution
* Salesforce Administrator experience or certification (Admin or Advanced Admin preferred)
* Experience providing help desk support via phone and email
* Knowledge of the Salesforce security model, including profiles, permission sets, and roles
* Experience working with SLAs and ticket performance metrics
* Basic understanding of workflows, flows, or validation rules
* Working Conditions
* Regular interaction with internal business users

To perform this job successfully, an individual should have knowledge of Salesforce, the Internet, Microsoft Word and Outlook. Intermediate to advanced knowledge of Microsoft Excel. Knowledge of Visual Basic helpful. Ability to use bank-specific software such as Docutreev, IBS etc. Ability to use basic office machines.

Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Origin Bank.
** Physical*
* ** Demands
* * while performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to stand; walk and climb or balance. The employee…