IT Support Specialist (Salesforce Application Support)

IT Support Specialist (Salesforce Application Support) Position Summary

We are seeking an experienced IT Support Specialist to provide technical support for enterprise Salesforce applications. The ideal candidate will assist both internal teams and external users by troubleshooting application issues, managing incidents, maintaining documentation, and ensuring timely resolution of technical requests. This role requires excellent communication, analytical, and customer service skills with experience supporting Salesforce environments.

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.
• Assist 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).
• Salesforce Administrator Certification (completed or in progress) is a plus.

Preferred Skills

• Salesforce CRM
• Salesforce Service Cloud
• Application Support
• Technical Support
• Help Desk
• Incident Management
• Jira
• Ticketing Systems
• Troubleshooting
• Root Cause Analysis
• User Acceptance Testing (UAT)
• Documentation
• Customer Support
• Microsoft Office
• Google Workspace