IT Support Specialist (Salesforce Application Support)

Key Responsibilities

• Provide technical support for Salesforce and integrated third-party applications.
• Respond to support requests received via email, phone, and virtual meetings.
• Troubleshoot, research, and resolve application-related issues.
• Log, track, and monitor incidents using ticketing systems such as Jira and Salesforce Helpdesk.
• Ensure incidents are assigned the appropriate priority, category, and impact.
• Validate reported issues, identify root causes, and reproduce system defects.
• Escalate complex issues to the appropriate technical teams and track them through resolution.
• Document detailed steps to reproduce issues, expected results, and supporting information for developers and administrators.
• Maintain accurate records of incidents throughout the issue lifecycle.
• Identify duplicate incidents and associate them with existing tickets.
• Provide timely status updates to end users regarding open incidents and resolutions.
• Aid with system testing, validation, and quality assurance activities.
• Create and maintain technical documentation, FAQs, and user guides.
• Communicate system updates, enhancements, and known issues to internal and external users.
• Follow established incident management and support processes to ensure high-quality service delivery.

Required Qualifications

• Minimum of 3 years of experience providing IT, application, or technical support.
• Hands-on experience with Microsoft Office Suite (Word and Excel) and Google Workspace.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently as well as collaboratively within a team.

Preferred Qualifications

• Experience supporting Salesforce CRM applications.
• Experience using Jira or similar issue tracking and ticketing systems.
• Experience with incident management and application support processes.
• Knowledge of software testing, bug validation, and user acceptance testing (UAT).
• Preferred: Salesforce Administrator Certification (completed or in progress).