Salesforce Support Representative

Information Technology Tampa, Florida

Hiring Manager(s): Jonathan Pico ([email protected])

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Description

 DEX JOB DESCRIPTION 
Job Title
Salesforce Support Representative
Job grade
 
Job Department
Development
Job Sub - Department
Sales Support
Job Code
SFLS
Effective Date
07/23/2024
 
 
JOB SUMMARY
 
The Salesforce Support Representative is responsible for providing technical assistance and support to users of Salesforce, a leading customer relationship management (CRM) platform. This role involves diagnosing and resolving user issues, providing guidance on best practices, and ensuring the smooth operation and optimization of Salesforce applications. The ideal candidate should have a strong understanding of Salesforce functionalities, excellent problem-solving skills, and the ability to communicate effectively with users at all levels. 
ESSENTIAL DUTIES AND RESPONSIBILITIES
 
·       Technical Support: Provide front-line support for Salesforce users, troubleshooting and resolving issues related to Salesforce functionalities, data integrity, and integration with other systems.
·       User Assistance: Assist users with navigating Salesforce, understanding features, and optimizing their use of the platform. This includes answering questions, providing training, and creating documentation.
·       Customization and Configuration: Help with basic customization and configuration of Salesforce to meet user needs. This may include creating and managing reports, dashboards, workflows, and custom fields.
·       Data Management: Ensure the accuracy and integrity of data within Salesforce. Assist with data uploads, exports, deduplication, and cleaning.
·       System Administration: Perform basic administrative tasks such as user account management, permission setting, and security controls to ensure compliance and data protection.
·       Escalation and Collaboration: Escalate complex issues to higher-level support or development teams as necessary. Collaborate with Salesforce administrators, developers, and other stakeholders to address systemic issues and implement solutions.
·       Continuous Improvement: Identify opportunities to improve user experience and system efficiency. Proactively suggest enhancements and participate in the implementation of new features and updates.
·       Documentation and Reporting: Maintain comprehensive documentation of support activities, issue resolutions, and user training materials. Generate and analyze reports to track support metrics and user satisfaction.
MANAGEMENT AND SUPERVISORY RESPONSIBILITY
 
 
·       Typically reports to Management Jonathan Pico Software Project Manager  
·       Job is directly responsible for managing other employees (e.g. hiring/termination and/pay decisions, performance management. Job title example(s) of employees directly supervised:   
 
 
JOB QUALIFICATIONS/SKILL REQUIREMENTS
 
·       Experience with a CRM, Salesforce preferred.
·       Ability to multitask and prioritize, complete deliverables on time, strong attention to detail to ensure quality, and self-motivated.
·       Excellent communication skills, both orally and written.
·       Strong problem-solving and analytical skills.
·       Customer-focused attitude with a commitment to providing high-quality support.
 
EDUCATION AND EXPERIENCE REQUIREMENTS
 
 
·       Associate’s or Bachelor’s degree preferred, or an equivalent combination of education, training, and experience
·       1-3 years of experience in a customer service, lead generation or sales role
 
 

 
 
WORKING CONDITIONS
 
 
·       Regular business hours. Some additional hours may be required.
·       Travel requirements: Domestic: Up to 20%
·       Climate controlled office environment during normal business hours.
 
 
PHYSICAL REQUIREMENTS
 
Sitting
Up to 7 hour(s) a day
Lifting
Up to .5 hour(s) a day, up to 50lbs max. ^
Walking
Up to 2 hour(s) a day
Pushing/ Pulling
Up to .5 hour(s) a day, up to 50lbs max. ^
Standing
Up to 4 hour(s) a day
Climbing
Up to .5 hour(s) a day
Bending/ Squatting/Stooping
Up to 1 hour(s) a day
Stairs
Up to .5 hour(s) a day
Reaching
Up to 2 hour(s) a day
Ladder
Will not apply generally
Balancing
Will not apply generally
Step stool
Will not apply generally
Twisting
Up to 1 hour(s) a day
Excessive heat exposure
Will not apply generally
Crawling
Will not apply generally
Excessive cold exposure
Will not apply generally
Hands in water
Will not apply generally
Dust exposure
Will not apply generally
Kneeling
Up to 1 hour(s) a day
Lound noise exposure
Will not apply generally
Data Entry/Typing
Up to 4 hour(s) a day
Humidity exposure
Will not apply generally
Unusual hearting or vison demands: None Specified
^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.
 

 

 

DISCLAIMER

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed o contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be requires by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions.

This job description does not imply or cannot be considered as a part of an employment contract. DEX Imaging as an Equal Opportunity Employer.

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