Salesforce Helpdesk Support Specialist

Origin Bank • Ruston, LA

2d

About The Position

Salesforce Help Desk Support Specialist to provide front-line support to Salesforce users across the organization. This role is responsible for monitoring and resolving support tickets through a proprietary ticketing system built within Salesforce, responding to user inquiries via email and phone, and ensuring timely and accurate issue resolution. Duties and Responsibilities include the following: Monitor and manage support tickets within a Salesforce-based ticketing system Respond to user requests submitted through tickets, email, and phone calls Troubleshoot and resolve common Salesforce-related issues, including: User access and permissions Data entry and record updates Reports and dashboards Page layouts and field visibility Accurately document issues, root causes, and resolutions in Salesforce Escalate complex issues to Salesforce Administrators or Developers when needed Ensure tickets are resolved within defined SLAs and properly closed Communicate clearly and professionally with users throughout the support process Identify recurring issues and recommend process improvements Maintain up-to-date knowledge of Salesforce features, internal processes, and support procedures Supervisory Responsibilities – This job has no supervisory responsibilities. Competencies - To perform the job successfully, an individual should demonstrate the following competencies: Analytical – Collects, researches, and analyzes data; Exhibits ability to reason. Problem Solving – Demonstrates attention to detail; Identifies and resolves problems in a timely manner; Develops alternative solutions Technical Skills – Strives to continuously build knowledge and skills; Shares expertise with others. Proficiencies – Demonstrate ability to gain experience needed with Salesforce (and related managed packages), AutoRabit, JIRA, GitHub and other related CRM, LOS, and profitability software to enhance proficiencies. Interpersonal Skills/Customer Service – Exceptional interpersonal skills that involve internal and external contacts regarding company policies, procedures, and programs. Maintains confidentiality; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments. Oral and Written Communication - Listens and gets clarification; Responds well to questions; Writes clearly and informatively; Able to read and interpret written information. Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed. Organizational Support - Follows policies and procedures; Completes analysts tasks correctly and on time; supports organization's goals and values. Judgment – Requires considerable independent judgement, investigation, developing original concepts, interpretation of information or coordination with others with substantial impact. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently. Professionalism - Reacts well under pressure; Treats others with respect and consideration regardless of their status or position. Quality and Quantity - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality; Completes work in timely manner; Works quickly. Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction. Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Bachelor's degree (B. A.) from four-year college or university in Information Technology or related field preferred; or relative combination of education and Salesforce experience.
• Experience supporting users in Salesforce (Sales Cloud, Service Cloud, or custom environments)
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to manage multiple tickets
• Customer-service mindset with a focus on issue resolution
• knowledge of Salesforce, the Internet, Microsoft Word and Outlook
• Intermediate to advanced knowledge of Microsoft Excel.
• Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor.
• Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Origin Bank.
• Is consistently at work and on time
• Follows instructions, responds to management direction.

Nice To Haves

• Salesforce Administrator experience or certification (Admin or Advanced Admin preferred)
• Experience providing help desk support via phone and email
• Knowledge of the Salesforce security model, including profiles, permission sets, and roles
• Experience working with SLAs and ticket performance metrics
• Basic understanding of workflows, flows, or validation rules
• Knowledge of Visual Basic helpful.
• Ability to use bank-specific software such as Docutreev, IBS etc.

Responsibilities

• Monitor and manage support tickets within a Salesforce-based ticketing system
• Respond to user requests submitted through tickets, email, and phone calls
• Troubleshoot and resolve common Salesforce-related issues, including: User access and permissions Data entry and record updates Reports and dashboards Page layouts and field visibility
• Accurately document issues, root causes, and resolutions in Salesforce
• Escalate complex issues to Salesforce Administrators or Developers when needed
• Ensure tickets are resolved within defined SLAs and properly closed
• Communicate clearly and professionally with users throughout the support process
• Identify recurring issues and recommend process improvements
• Maintain up-to-date knowledge of Salesforce features, internal processes, and support procedures

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees