CRM Support Specialist (Salesforce)

SS&C Technologies•Jacksonville, FL

1d•Hybrid

About The Position

SS&C’s Salentica division is seeking a CRM Support Specialist focused on Salesforce CRM, the Lightning Experience, and Salentica Elements. The role provides business and technical support to customers and internal staff, manages client support incidents, and collaborates with development teams and other stakeholders to resolve product issues. The specialist also maintains product expertise, contributes to knowledge-base content, and advises clients on industry best practices during calls and workshops. The role is based in Jacksonville, Florida, with a hybrid work model.

Requirements

Experience with Salesforce CRM or a similar CRM is highly desired.
A bachelor’s or associate degree is desirable, preferably in IT or a related field, but is not required.
Methodical problem-identification and problem-solving skills, including the ability to assess issues and recommend solutions.
Outstanding customer-service skills, organization, and time management.
Excellent oral and written English communication skills.
Self-motivation and the ability to learn concepts quickly using available resources with minimal supervision, take ownership of problems, and follow them through to completion.
Attention to detail and organization, with the ability to manage multiple client incidents simultaneously.
Two to three years of experience in a structured technical support environment is preferred.

Nice To Haves

Salesforce certification.
Wealth management experience.
Experience in a structured technical support environment.
A bachelor’s or associate degree in IT or a related field.
Proven ability to work in a fast-paced customer-service or support environment.
Ambition, self-motivation, and strong analytical and problem-solving skills.

Responsibilities

Provide business and technical support for customers and internal staff using Salentica Elements on Salesforce.
Manage support incidents through the client portal and incident-management processes, with the goal of exceeding client expectations and service-level agreements.
Escalate product issues to the development team, relationship managers, and external support as needed.
Acquire and maintain ongoing knowledge and expertise in Salentica Elements and Salesforce.
Facilitate the creation of knowledge-base articles for internal and external audiences.
Provide clients with guidance and expertise on industry best practices during client calls and virtual or in-person workshops.