Salesforce Support Lead

Job Description

Job Description

Position is 5 days in the Itasca, IL office.

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.

Responsibility and Decision-Making Authority :

Management / Supervisory Responsibilities :

Qualifications :

Competencies :

Education and Experience :

Licensing and Certification :

Tools and Equipment Used :

Working Hours :

Travel :

Physical Demands :

The job description does not constitute an employment contract, implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the employer and requirements of the job change.

The position is exempt and the salary will be between $111,000.00 and $130,000.00 with an opportunity to earn (a discretionary annual bonus).

The salary range is determined and based on internal equity, market data / ranges, applicant's skills, prior relevant experience and education.

Additional benefits :