Salesforce Support Lead - Remote

Overview

The Salesforce (Matchforce) Support Lead is a crucial member of the IT Operations team, responsible for managing and streamlining communication and support efforts between the Tier 1 support team and Salesforce Administrators. This role ensures that Salesforce-related issues are efficiently triaged, escalated, and resolved, improving system reliability and end-user satisfaction.

In Short

• Act as the primary liaison between the Tier 1 support team and Salesforce Administrators.
• Manage the escalation of Salesforce-related tickets.
• Provide Tier 2 support for complex Salesforce issues.
• Collaborate closely with Salesforce Administrators.
• Develop and maintain knowledge base documentation.
• Lead efforts to identify and resolve recurring technical problems.
• Assist with user training and adoption of Salesforce best practices.
• Monitor and report on system performance and user issues.
• Assist in testing new Salesforce features.
• Manage related and other duties as assigned.

Requirements

• Bachelor’s degree in IT, business administration, or equivalent experience.
• 3-5 years of experience in Salesforce support or technical support role.
• Salesforce certifications (Administrator, Advanced Administrator, Business Analyst).
• Knowledge of ITIL processes and best practices.
• Proficiency in Salesforce, including system configuration and reporting.
• Problem-solving skills and customer service orientation.
• Experience with ticketing systems (e.g., Jira, ServiceNow).
• Ability to work independently and prioritize workload.
• Understanding of Salesforce data models and workflows.
• Experience developing documentation and training materials.

Benefits

• Opportunity to work in a supportive and inclusive environment.
• Potential for professional development and training.
• Flexible working arrangements.
• Engagement in meaningful work supporting youth and families.
• Commitment to diversity and inclusion.