We are seeking an experienced Salesforce Support Specialist to help maintain and enhance our Salesforce instance and processes to allow our organization to scale and our users to thrive. As a part of the Commercial Platforms team, this role will directly impact performance, security and effective business processes by partnering with all teams across Ambu.
Areas of Responsibility:
Act as L1 (Level 1) support for Salesforce. The Salesforce Support Specialist plays a crucial role in ensuring the smooth operation of the platform. L1 support level functions as part of a structured IT service management approach at Ambu, ensuring that incidents and service requests are handled efficiently.
Main responsibilities:
- Addressing basic user issues, such as login problems, password resets, and navigation difficulties.
- Data Management Support: Assisting users with minor data entry issues, record updates, and access permissions.
- Monitor error logs, troubleshoot and resolve issues promptly, improve performance, and enhance the overall user experience
- Standard Issue Resolution: Handling common system errors, performance slowdowns, and missing data problems.
- Conduct investigations and analysis to provide recommendations regarding technology improvements, development best practices, standardization, and upgrades
- Maintain and configure development and test instances for our internal sandboxes
- Author and maintain documentation of implementations and integration configurations, protocols, and best practices, and provide training and support to end-users and stakeholders
- Properly escalate unresolved issues to the appropriate IT team and/or the internal level 3 support team or external suppliers, for a permanent fix or further investigation and expertise.
- Support Global IT project implementation and processes
- Other duties as assigned
- Due to the significant number of users based in the US, it is essential that we provide adequate support and availability during US time zones. As a result, candidates should be prepared to work late hours at least a couple of times per week to ensure effective collaboration and support for stakeholders in that region. This flexibility is a key requirement for the role and will help maintain seamless communication and service delivery across the US.
Suggested profiles:
- A degree in IT, Computer Science, Engineering, or a related field is preferred.
- 5+ years of Salesforce administration/support experience.
- Required Salesforce certifications of Salesforce Administrator & Salesforce Developer I
- Proven expertise in managing and supporting Salesforce applications, specifically Salesforce Sales Cloud and Salesforce CPQ is highly preferred.
General Capabilities:
- Strong oral and written communication skills in English.
- Planning / Co-coordinating abilities
- Understand the need to work cross-functionally, and global.
- Strong collaboration skills
- Business oriented
- Structured
- Excellent problem-solving and decision-making abilities under pressure.
- Exceptional communication and interpersonal skills to engage with technical and non-technical stakeholders. Collaboration with colleagues from diverse culture backgrounds