Overview
On Site
$120,000 - $135,000
Full Time
No Travel Required
Skills
salesforce
service cloud
sales cloud
production support
support
stakeholder management
leadership
communication
processes
ticket handling
documentation
administration
Job Details
Position Overview:
We are seeking a highly skilled and proactive Salesforce Support Lead to join our team. This role will play a critical part in managing and resolving production support tickets across multiple Salesforce instances, identifying recurring issues, and driving scalable solutions. The ideal candidate will be well-versed in Salesforce administration and possess the ability to perform minor coding tasks. This role involves managing support tickets, triaging issues efficiently, and applying critical thinking to resolve problems.
Additionally, the Salesforce Support Lead will be responsible for identifying and suggesting improvements to our Salesforce processes to reduce the volume of support tickets and enhance overall efficiency. Some off-hours work may be required.
Commitment to Internal Control:
The incumbent accepts the responsibility for establishing and maintaining the internal control system associated with the essential duties and responsibilities of the functional areas that the incumbent manages.
Essential Duties and Responsibilities: (List in order of time spent)
- Act as the primary point of contact for Salesforce production support, managing and resolving tickets across various business units.
- Triage and prioritize support tickets based on urgency and impact.
- Conduct root cause analysis and apply critical thinking to solve complex problems.
- Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions.
- Collaborate closely with business users, analysts, and developers to understand issues and enhancements.
- Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction.
- Follow Salesforce best practices for security, scalability, and performance.
- Document processes, resolutions, and recurring issues for knowledge management and training purposes.
- Suggest and implement improvements to Salesforce processes to reduce ticket volume and enhance efficiency.
- Monitor Salesforce system performance and proactively address potential issues.
- Participate in off-hours support as needed.
Qualifications:
- 5+ years of hands-on Salesforce development and production support experience.
- Experience working with Service Cloud, Sales Cloud, and other Salesforce instances in an enterprise environment.
- Proven ability to triage, resolve, and document technical issues.
- Excellent analytical skills ability to identify trends and propose preventative measures.
- Ability to design and implement processes for intake and management of enhancement/configuration requests.
- Strong communication and collaboration skills across technical and non-technical teams.
- Salesforce certifications are a plus (e.g., Platform Developer I/II, Administrator).
- Strong problem-solving skills and the ability to think critically.
- Ability to work independently and as part of a team.
- Experience with Salesforce Lightning, Apex, and Visualforce is preferred.
- Familiarity with Salesforce best practices and data management.
Competencies:
- Oral and written communications.
- Ability to listen.
- Ability to transmit information.
- Interpersonal communications.
- Ability to work in a team.
- Detailed oriented.
- Organized.
- Problem solving abilities.
Education and Experience:
- Bachelor's degree in business, engineering, or technology or equivalent experience
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.