GDT employs the most talented, tenured and certified professionals in the industry. We have always maintained a customer- first business model, which has helped transform our organization into one of the industry’s innovator, solution providers, and shared service experts.
Be the solution. Keep clients happy. Provide intellectual value. Consistency. Be sticky. Help your fellow GDT-ers. Teach. Mentor. Lend a hand. Grow. Be professional, be engaged. ALWAYS.
Position Overview:
As a Salesforce Support Engineer, you’ll be responsible for the support and administration of the Salesforce platform and Managed Package functionality. Working both in person and remotely you will support users in resolving issues they encounter day to day as well as helping to train them on proper usage of the system, escalating to the development team to assist with challenging issues or bugs. You’ll participate in the testing and release of new features and changes to the system working to be the subject matter expert on how the system enables our business processes.
Responsibilities:
- User and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
- Salesforce configuration changes across standard functionality and managed packages including low code and no code platform capabilities
- Sandbox environment management
- Level 1 and 2 support of end user issues in person and remotely
- Researching and testing of solutions to user problems
- Escalating defects in the system and communicating with users’ workarounds and solutions to complex issues
- Assisting in maintaining end user documentation to support the system
- Finding ways to improve adoption of the platform
- Participate in root cause analysis and documentation for major incidents
- Manage user incidents and requests via ServiceNow
- Work with other support teams to help resolve multi system issues
- Support the testing and release of new features and functionality
Qualifications:
- 3+ years of proven experience providing technical support to end users
- Salesforce Administrator Certification
- Experience with Salesforce managed packages
- Experience working to support end users via webex, email, phone and chat channels
- Experience working incident and request management in an ITIL framework
- Excellent problem-solving and analytical skills, with the ability to translate technical information to non technical users
- Excellent written and verbal communication skills
GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
