IT Product Support Specialist – Salesforce

This is a fully remote position, open to applicants in District of Columbia.

📋 Description

• Deliver first- and second-level support for Salesforce, NetSuite, Dayforce, and various business systems.

• Resolve login/access issues, data entry mistakes, reporting problems, and workflow discrepancies.

• Forward software bugs, outages, and configuration requests to internal application administrators or external vendors.

• Oversee incoming tickets and ensure proper logging and categorization.

• Uphold service-level agreements regarding response and resolution times.

• Aid users in navigating system interfaces and business workflows.

• Inform IT and business owners about application changes, outages, and fixes.

• Develop and revise user-facing documentation and FAQs within the IT knowledge base.

• Collaborate with product owners, IT Business Analysts, and Admin teams to communicate user feedback and challenges.

• Spot opportunities to minimize support inquiries through automation, documentation, or system improvements.

• Take part in testing new features, integrations, and releases for supported platforms.

⛳️ Requirements

• Minimum of 1 year of experience in IT support, business systems support, or Service Desk roles is required.

• Preferred experience of 3 years or more.

• Background in supporting or administering Salesforce and NetSuite.

• Familiarity with Jira Service Desk or ServiceNow.

• Knowledge of Dayforce, DocuSign, and Google Workspace.

• Excellent problem-solving, communication, and troubleshooting abilities.

• Capability to explain technical concepts to non-technical users.

• Detail-oriented with a strong focus on documentation and ticket management practices.

• Salesforce Administrator or NetSuite User certification is preferred.

• Experience supporting ERP/CRM systems in Finance, Sales, or HR functions is preferred.

• Experience in a hybrid or distributed workforce environment is preferred.

• Familiarity with Workato, MuleSoft, or ticket triage best practices is preferred.

• A Bachelor's degree in information systems, Business Administration, or a related field, or equivalent practical experience.

• Submission of a cover letter and resume is required.

• Successful completion of a background check is required.

• Must be legally authorized to work in the United States.

• Employment visa sponsorship is not needed.

🏝️ Benefits

• Equal opportunity employment.

• Base salary is distinct from benefits and additional incentives.

• Remote work arrangement.