IT Salesforce Service Desk Agent

Job Title: IT Salesforce Service Desk Agent

Location: Tampa, FL

Job Type: Full-time

Job Summary:

We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in our Tampa or Miami, FL. office. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience.  The agent will also collaborate with Salesforce admins and other IT teams to deliver comprehensive solutions.

Responsibilities:

• Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
• Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform.
• Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements.
• Create and update knowledge base articles and user guides for common Salesforce issues.
• Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction.
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
• Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary.
• Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform.
• Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time.
• Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment.
• Assist in training end-users on Salesforce features, best practices, and new updates.
• Stay current on Salesforce platform updates, releases, and best practices.
• Perform other duties as assigned.

Requirements:

• Minimum of 2 years of experience in a Service Desk\Helpdesk Role.
• Strong problem analysis and problem-solving skills.
• Excellent written and verbal communication skills.
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels.
• Ability to multitask, prioritize, and adapt in a fast-paced environment.
• Knowledge and understanding of Active Directory functionality.
• Proficient in Microsoft Office 365 applications.
• Experience documenting all aspects of troubleshooting and issue resolution.
• Familiarity with basic networking concepts.
• Willingness to work flexible hours, including weekends and holidays.
• Resourceful, well organized, highly dependable, efficient and detail oriented.

Preferred Qualifications:

• 1-2 years of experience supporting Salesforce
• Knowledge of configuring Salesforce functions including but not limited to, custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards.
• Experience working with Salesforce Service Clouds is a plus
• Experience working with Salesforce Lightning interface.
• Knowledge of API integrations and Salesforce AppExchange solutions
• Familiarity with other ITSM platforms such as Freshservice.
• Experience with VMWare Horizon Virtual Desktops.
• ITIL Foundation certification.
• Experience with remote support tools.

If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.

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