About Company
Salesforce is the global leader in Customer Relationship Management (CRM), empowering companies of all sizes and industries to connect with their customers in a whole new way. Founded in 1999, Salesforce pioneered the cloud computing model and continues to innovate across sales, service, marketing, commerce, analytics, and more. Our Indianapolis office, anchored by Salesforce Tower, is a vital hub for innovation, customer success, and community engagement. We are committed to equality, trust, innovation, and customer success, and we believe that everyone should have the opportunity to make an impact. Join a team where your work matters and you can grow your career while contributing to a company that’s truly changing the world, fostering a diverse and inclusive environment where every voice is heard.
Job Description
Are you passionate about helping others succeed with cutting-edge technology? Salesforce is seeking a highly motivated and customer-focused Salesforce Support Specialist to join our dynamic team in Indianapolis, Indiana. In this role, you will be a critical first point of contact for our diverse customer base, providing expert technical support and guidance on the Salesforce platform. You will be responsible for diagnosing and resolving a wide array of technical and functional issues, spanning various Salesforce clouds such as Sales Cloud, Service Cloud, and Community Cloud. This includes everything from user access problems and data discrepancies to custom object and workflow rule configurations. Your primary objective will be to ensure our customers leverage the full potential of Salesforce, minimizing downtime and maximizing their operational efficiency. You will also play a key role in documenting solutions, contributing to our knowledge base, and identifying trends that could lead to broader improvements. This is an exciting opportunity for someone with a strong understanding of Salesforce functionality and a commitment to delivering exceptional service. We are looking for an individual who thrives in a fast-paced, collaborative environment, possesses excellent problem-solving skills, and is dedicated to continuous learning and improvement within the ever-evolving Salesforce ecosystem. If you are ready to make an immediate impact and grow your career with a global leader, contributing directly to customer success and innovation, we encourage you to apply! This position is hybrid, offering the flexibility of both in-office collaboration at our state-of-the-art Indianapolis Tower and remote work, ensuring you’re connected to our vibrant culture while maintaining work-life balance and fostering a strong team connection.
Key Responsibilities
- Provide timely and effective technical support to Salesforce users via phone, email, and chat, adhering to service level agreements.
- Diagnose, troubleshoot, and resolve issues related to Salesforce Sales Cloud, Service Cloud, Experience Cloud, and other core functionalities.
- Guide users through complex processes, configuration changes, and best practices within the Salesforce platform.
- Escalate unresolved issues to higher-tier support teams or engineering, ensuring proper documentation and follow-up for timely resolution.
- Contribute to the development and maintenance of our internal knowledge base and customer-facing documentation.
- Participate in training and continuous learning to stay updated on new Salesforce features, releases, and products.
- Collaborate with product, engineering, and sales teams to provide feedback on common issues and drive product improvements.
- Maintain a high level of customer satisfaction and strive to exceed service level agreements (SLAs).
- Assist with user onboarding and training sessions as needed.
Required Skills
- 2+ years of experience providing technical support for Salesforce applications.
- Strong understanding of Salesforce platform architecture, standard objects, and security models.
- Proficiency with Sales Cloud, Service Cloud, and Experience Cloud (formerly Community Cloud).
- Experience with Salesforce configuration, including custom objects, fields, workflow rules, process builder, and validation rules.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Exceptional verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
- Customer-focused mindset with a strong commitment to service excellence.
- Ability to manage multiple priorities in a dynamic environment.
Preferred Qualifications
- Salesforce Administrator Certification (ADM 201).
- Experience with Salesforce report and dashboard creation and customization.
- Familiarity with Apex, Visualforce, or Lightning Web Components (LWC).
- Experience working in a fast-paced, high-volume support environment.
- Bachelor's degree in Computer Science, Information Systems, or a related technical field.
- Experience with case management systems and ITIL best practices.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans starting day one.
- 401(k) retirement plan with robust company match.
- Generous paid time off, including holidays, vacation, and sick leave.
- Paid parental leave for new parents.
- Employee stock purchase program.
- Career development and continuous learning opportunities (e.g., Trailhead access, certification reimbursement).
- Wellness programs and employee assistance initiatives.
- Vibrant company culture with diverse employee resource groups and community involvement opportunities.
- Hybrid work model offering flexibility and collaboration at our modern Indianapolis office.
How to Apply
To apply for this exciting opportunity and become a part of the Salesforce team, please click on the application link below. We encourage you to submit your resume and a cover letter outlining your specific experience with the Salesforce platform and why you are a great fit for our customer-focused team. We look forward to reviewing your application and connecting with you!