About this role

Provide first-line support for users of Salesforce applications, shared platform services, and related enterprise capabilities.
Receive, document, triage, troubleshoot, and track help desk requests, incidents, service requests, and user questions.
Coordinate escalations with Salesforce administrators, developers, integration teams, security teams, infrastructure teams, and vendor support teams as needed.
Communicate request status, next steps, known issues, release impacts, outage information, and resolution updates to users and stakeholders.
Support troubleshooting for access issues, application questions, workflow issues, data issues, configuration questions, and common user errors.
Document recurring issues, resolutions, workarounds, escalation paths, and support procedures in standard operating procedures and knowledge base articles.

Bachelor’s degree
2+ years of experience providing help desk, service desk, application support, customer support, or technical support services.
Ability to obtain and maintain a federal public trust clearance or equivalent client-required background investigation.
Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US
Must have lived in the US 3 full years out of the last 5 years

Help Desk Specialist – Salesforce

Key skills