IT Product Support Specialist (Salesforce)
About The Position
Great Minds is a growing organization dedicated to providing high-quality educational content and technology. As a Public Benefit Corporation, we aim to ensure all students have access to challenging content and teachers have effective tools. We are seeking an IT Product Support Specialist to join our Service Desk team. This role will be the primary point of contact for resolving and triaging support requests for critical enterprise business applications, including Salesforce, NetSuite, and other SaaS tools. The specialist will support various departments such as Sales, Finance, HR, and Operations, focusing on Tier 1 and Tier 2 support, identifying user issues, escalating complex problems, and documenting solutions.
Requirements
- 1+ years required, 3+ years preferred, of experience in IT support, business systems support, or Service Desk roles
- Experience supporting or administering platforms like Salesforce and NetSuite (certifications a plus)
- Experience using service management systems like Jira Service Desk or ServiceNow
- Familiarity with support for business tools such as Dayforce, DocuSign, and Google Workspace
- Strong problem-solving, communication, and troubleshooting skills
- Ability to translate technical concepts for non-technical users
- Detail-oriented with strong documentation and ticket management discipline
Nice To Haves
- Salesforce Administrator or NetSuite User certification
- Experience supporting ERP/CRM systems across Finance, Sales, or HR functions
- Experience working in a hybrid or distributed workforce environment
- Exposure to integration tools (e.g., Workato, MuleSoft) or ticket triage best practices
Responsibilities
- Provide first- and second-level support for business systems such as Salesforce, NetSuite, Dayforce, and others.
- Troubleshoot application issues, including login/access problems, data entry errors, report generation issues, and workflow inconsistencies.
- Escalate software bugs, outages, and configuration requests to internal application admins or external vendors as needed.
- Monitor incoming tickets, ensure accurate logging and categorization, and maintain SLAs for response and resolution.
- Assist users in navigating system interfaces and business workflows.
- Communicate changes, outages, and fixes related to business applications in collaboration with IT and business owners.
- Create and update user-facing documentation and FAQs in the IT knowledge base.
- Partner with internal product owners, IT Business Analysts, and Admin teams to relay end-user feedback and pain points.
- Identify opportunities to reduce support volume through automation, documentation, or system enhancements.
- Participate in testing of new features, integrations, or releases for supported platforms, as requested.
Benefits
- Full-time employment
- Remote work location
- Salary range of $69,000-$77,000 (dependent on factors like location, experience, skills, and internal equity)
- Benefits and other incentives not included in base salary
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
