Salesforce Support Administrator

We are seeking a Salesforce Support Administrator to provide day-to-day user support for our Salesforce platform. This role is primarily responsible for resolving tickets in the Salesforce support queue, troubleshooting user issues, and assisting with platform configuration and maintenance tasks. Working closely with the Salesforce Support and Administration Manager, the Salesforce Support Administrator will help ensure the platform operates smoothly while delivering timely, high-quality support to internal users. This role is ideal for a Salesforce power user, operations specialist, or early-career administrator looking to deepen their platform expertise.

Key Responsibilities:

Support Request Queue:

• Triage, prioritize, and resolve user-reported issues and service requests related to Salesforce and connected systems.
• Provide day-to-day support to Salesforce users, assisting with system questions, troubleshooting, and basic guidance.
• Maintain clear communication with end users, providing status updates on open tickets and ensuring timely resolution.
• Troubleshoot system issues related to validation rules, flows, or automation errors.
• Ensure tickets are properly documented and tracked according to support processes and service standards.
• Escalate complex issues or requests requiring advanced configuration or development to the Salesforce Support and Administration Manager or appropriate teams.
• Partner with cross-functional teams (Product, Technology, Sales, etc.) to help resolve user issues.
• Provide feedback and insights based on recurring support requests to help improve system usability and support processes.

Salesforce Administration:

• Perform routine Salesforce administrative tasks such as user setup, permissions and license management, and keeping metadata up to date.
• Assist with onboarding new users, including account setup, permissions, and initial system orientation.
• Help maintain user documentation, FAQs, and support materials.
• Assist with configuration tasks, platform upgrades, and data management activities including imports and data cleanup.

Qualifications:

• Bachelor's degree or equivalent work experience.
• Salesforce Certified Platform Administrator (ADM-201) or willingness to work toward certification.
• Interest in continuing to grow Salesforce administration skills and expand platform knowledge.
• Excellent troubleshooting and analytical skills, with the ability to investigate issues within Salesforce, review records and automations, and identify potential root causes of user-reported problems.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple support tickets simultaneously while maintaining strong response times and communication with users.
• Familiarity with automation tools, such as Zapier or Salesforce Flow.
• Strong understanding of Salesforce configuration options, navigating records, reports, permissions and access controls, and common business workflows.
• Candidates must have prior hands-on experience using Salesforce in a professional environment; this role is not intended for individuals who have only used Salesforce in training, coursework, or personal study.

Preferred Skills:

• 1–3 years of experience working with Salesforce in an administrative or support capacity.
• Experience providing customer service or technical support within a ticketing queue.
• Salesforce certifications are a plus, especially Salesforce Certified Platform Administrator (ADM-201), Salesforce Certified Platform Administrator II (ADM-211), and Salesforce Certified Platform App Builder.
• Experience with Salesforce Lightning, Sales Cloud, Service Cloud, Sales Engagement, Flow, Apex, reports, and dashboards.
• Exposure to Salesforce integrations or data migration processes.
• Familiarity with support ticketing systems (e.g., Jira, ServiceNow, Zendesk).