Salesforce Helpdesk Support Specialist

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Salesforce Help Desk Support Specialist to provide front-line support to Salesforce users across the organization. This role is responsible for monitoring and resolving support tickets through a proprietary ticketing system built within Salesforce, responding to user inquiries via email and phone, and ensuring timely and accurate issue resolution.

• 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

This job has no supervisory responsibilities.

• Analytical - Collects, researches, and analyzes data; exhibits ability to reason.
• Problem Solving - Demonstrates attention to detail; identifies and resolves problems in a timely manner; develops alternative solutions.
• Technical Skills - Strives to continuously build knowledge and skills; shares expertise with others.
• Proficiencies - Demonstrate ability to gain experience needed with Salesforce (and related managed packages), Auto Rabit, JIRA, Git Hub and other related CRM, LOS, and profitability software to enhance proficiencies.
• 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.
• Oral and Written Communication - Listens and gets clarification; responds well to questions; writes clearly and informatively; able to read and interpret written information.
• 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.
• Judgment - Requires considerable independent judgement, investigation, developing original concepts, interpretation of information or coordination with others with substantial impact.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently.
• Professionalism - Reacts well under pressure; treats others with respect and consideration regardless of their status or position.
• Quality and Quantity - Demonstrates accuracy and thoroughness; monitors own work to ensure quality; completes work in timely manner; works quickly.
• Adaptability - Adapts to changes in the work environment; manages…