Salesforce Support Analyst

National Debt Relief, LLC.

77d • $74,500 - $85,500

About The Position

National Debt Relief is seeking an experienced, dynamic, and highly motivated Production Support Analyst to join our Tech Ops team. This role is critical in ensuring the stability, availability, and performance of our systems. The Production Support Analyst will be responsible for monitoring technical systems, identifying issues, investigating bug and outage reports from the business, and triaging incidents to determine the appropriate resolution path. Resolution will include working with the business to document and prioritize issues, identifying any necessary remediation, and enhancing automated alerts as needed to reduce the likelihood of future outages. The ideal candidate will have strong problem-solving skills, attention to detail, the ability to work in a fast-paced environment, and familiarity with the debt settlement process.

Requirements

• A high school diploma or equivalent is required. A bachelor’s degree is preferred.
• 2 years of experience in product support, QA, business analyst, or Tier 3 support role.
• 1 year of experience with Salesforce in an admin or support role.
• Salesforce Certified Platform Administrator preferred.
• Strong understanding of system monitoring tools and ticketing systems (e.g., Splunk, Datadog, ServiceNow, Jira).
• Ability to diagnose technical issues and determine escalation paths effectively.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills to work with both technical and non-technical teams.
• Ability to work independently and in a team-oriented environment, managing multiple priorities effectively.
• Basic knowledge of databases, SQL queries, and scripting languages is a plus.
• Experience working in the financial services or debt settlement industry.

Nice To Haves

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.

Responsibilities

• Monitor production systems, applications, and integrations to ensure optimal performance and uptime.
• Identify, log, and triage technical issues, categorizing them based on severity and impact.
• Troubleshoot and resolve minor system issues or escalate more complex problems to the appropriate teams.
• Work with business stakeholders to quantify the impact of each issue.
• Maintain detailed records of incidents, resolutions, remediations, and process improvements to build a knowledge base for future reference.
• Participate in post-incident reviews and provide feedback on how to prevent recurring issues.
• Identify and recommend enhancements to system monitoring and support procedures to improve efficiency and reliability.
• Update Salesforce user profiles (permission sets, queue assignments, etc.).

Benefits

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Access to your earned wages at any time before payday

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees