About Company
IBM is a global technology and consulting company headquartered in Armonk, New York, with a significant presence and deep roots in Chicago, Illinois. For over a century, IBMers have been a driving force behind the technological innovations that define modern business and society. We are committed to leading in the creation, development, and manufacture of the industry’s most advanced information technologies, including computer systems, software, networking systems, storage devices, and microelectronics. Our mission is to bring innovation to every dimension of our clients’ businesses, helping them to modernize, optimize, and secure their operations. At IBM, you’ll join a vibrant culture where continuous learning and collaboration are key. We believe in harnessing the power of diverse perspectives to solve the world’s most complex challenges, fostering an inclusive environment where every voice is heard and valued. Join us to make a lasting impact and build a career that matters.
Job Description
Are you a problem-solver with a passion for Salesforce technology and a knack for helping users navigate complex systems? IBM in Chicago, Illinois, is seeking a highly motivated and detail-oriented Salesforce Technical Support professional to join our dynamic team. In this pivotal role, you will be the frontline expert, providing essential technical assistance and solutions to our internal and external stakeholders, ensuring the seamless operation and optimal utilization of our Salesforce platform. This isn’t just about fixing issues; it’s about empowering users, understanding their needs, and contributing to the overall success of our Salesforce ecosystem.
As a Salesforce Technical Support Specialist, you will be responsible for resolving technical issues, guiding users through functionalities, performing system diagnostics, and documenting solutions to enrich our knowledge base. You will collaborate closely with our Salesforce administrators, developers, and project managers to escalate complex problems, test new features, and contribute to system enhancements. The ideal candidate will possess a strong understanding of the Salesforce platform, excellent communication skills, and a customer-centric approach to problem-solving. You’ll work in a fast-paced, innovative environment where your expertise directly contributes to improving productivity and user satisfaction across various business units. If you are eager to apply your technical skills in a supportive, growth-oriented setting and become a key player in optimizing a critical business platform for a global leader, we encourage you to apply.
Key Responsibilities
- Provide first-line and second-line technical support for Salesforce users via phone, email, and chat, resolving issues efficiently and effectively.
- Diagnose, troubleshoot, and resolve a wide range of Salesforce-related issues, including login problems, data discrepancies, configuration errors, and functional questions.
- Escalate complex technical issues to Salesforce administrators, developers, or relevant IT teams, ensuring timely resolution and clear communication.
- Document all support interactions, resolutions, and system changes accurately in the ticketing system and contribute to the internal knowledge base.
- Conduct user training sessions and create instructional materials to help users maximize their use of Salesforce features and best practices.
- Assist with user access management, including creating, deactivating, and modifying user profiles, roles, and permission sets.
- Monitor Salesforce system performance and proactively identify potential issues or areas for improvement.
- Collaborate with development teams during testing phases for new features, bug fixes, and system upgrades.
- Stay current with new Salesforce releases, features, and best practices to provide up-to-date support and guidance.
- Contribute to continuous service improvement initiatives by providing feedback on common issues and user experience.
Required Skills
- Minimum 2 years of experience in a technical support role, preferably with Salesforce.
- Demonstrated understanding of Salesforce Sales Cloud, Service Cloud, and/or Experience Cloud functionalities.
- Proficiency in troubleshooting and resolving technical issues with a systematic approach.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts clearly.
- Strong analytical and problem-solving abilities.
- Experience with ticketing systems and IT service management (ITSM) principles.
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer-focused mindset with a commitment to providing exceptional user support.
Preferred Qualifications
- Salesforce Administrator Certification (ADM 201).
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience with other CRM systems or related business applications.
- Familiarity with Apex, Visualforce, or Lightning Web Components (LWC) for basic debugging.
- ITIL Foundation certification.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Professional development and continuing education opportunities, including Salesforce certifications.
- Employee assistance program (EAP) and mental wellness resources.
- Access to IBM's extensive learning platforms and career growth programs.
- Flexible work arrangements (Hybrid model).
- Employee discounts on various products and services.
How to Apply
Interested candidates are encouraged to apply directly through IBM’s official careers portal. Please click on the application link below, then search for ‘Salesforce Technical Support’ in Chicago, Illinois to find this specific opening or similar roles. Be sure to upload your most recent resume and a cover letter outlining your relevant experience and why you are a great fit for IBM.