Job Title: IT Salesforce Service Desk Agent
Location: Tampa, FL
Job Type: Full-time
Job Summary:
We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in Miami, FL. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience. The agent will also collaborate with Salesforce admins and other IT teams to deliver comprehensive solutions.
Responsibilities:
- Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
- Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform.
- Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements.
- Create and update knowledge base articles and user guides for common Salesforce issues.
- Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction.
- Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
- Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary.
- Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform.
- Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time.
- Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment.
- Assist in training end-users on Salesforce features, best practices, and new updates.
- Stay current on Salesforce platform updates, releases, and best practices.
- Perform other duties as assigned.
Requirements:
- Minimum of 2 years of experience in a Service Desk\Helpdesk Role.
- Strong problem analysis and problem-solving skills.
- Excellent written and verbal communication skills.
- Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels.
- Ability to multitask, prioritize, and adapt in a fast-paced environment.
- Knowledge and understanding of Active Directory functionality.
- Proficient in Microsoft Office 365 applications.
- Experience documenting all aspects of troubleshooting and issue resolution.
- Familiarity with basic networking concepts.
- Willingness to work flexible hours, including weekends and holidays.
- Resourceful, well organized, highly dependable, efficient and detail oriented.
Preferred Qualifications:
- 1-2 years of experience supporting Salesforce
- Knowledge of configuring Salesforce functions including but not limited to, custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards.
- Experience working with Salesforce Service Clouds is a plus
- Experience working with Salesforce Lightning interface.
- Knowledge of API integrations and Salesforce AppExchange solutions
- Familiarity with other ITSM platforms such as Freshservice.
- Experience with VMWare Horizon Virtual Desktops.
- ITIL Foundation certification.
- Experience with remote support tools.
If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.
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