Salesforce (User) Support Specialist

Company Description

Who We Are

Cint is a pioneer in research technology (ResTech). Our customers use Cint platform to post questions and get answers from real people to build business strategies, confidently publish research, accurately measure the impact of digital advertising, and more. The Cint platform is built on a programmatic marketplace, which is the world’s largest, with nearly 300 million respondents in over 150 countries who consent to sharing their opinions, motivations, and behaviors.

We are feeding the world’s curiosity!

Job Description

The Salesforce Support Specialist works closely with internal teams to ensure that Salesforce operates efficiently, supports business processes, and aligns with organizational goals, you will be responsible for providing technical and functional support for Salesforce-related issues and user enquiries. Reporting directly to the Senior Revenue Operations Manager, this role focuses on managing the daily operations of Salesforce, supporting end-users, troubleshooting issues, and customizing the system to meet business needs. It requires a strong understanding of Salesforce functionality, including user management, configuration, and data management, to ensure the platform operates efficiently and provides value to stakeholders. You will have an opportunity to mentor and guide entry level roles and to gain experience through partnering with the Salesforce Centre of Excellence.

Key Responsibilities:

• User Support & Troubleshooting:

  • Provide Tier 1 and Tier 2 support to Salesforce users, responding to and resolving technical issues, access problems, and functional queries.

  • Act as the main point of contact for end-user support, handling user requests, bug reports, and troubleshooting system-related issues.

  • Investigate and resolve system errors and bugs, collaborating with the Salesforce development team or external support when necessary.

  • Log, track, and document support cases in the helpdesk system, ensuring timely resolution and clear communication with users.

  • Escalate complex issues to senior team members or Salesforce developers as needed, ensuring prompt follow-up and resolution.

• Training & User Adoption:

  • Maintain user guides, training materials, and video tutorials to assist with onboarding and ongoing user education.

  • Conduct regular training sessions to ensure users understand new features, processes, and system updates.

• System Management

  • Manage user accounts, roles, profiles, permissions, and security settings to ensure proper access control and compliance.

  • Ensure the integrity and security of Salesforce data, managing sharing rules and data access policies.

  • Assist in evaluating and integrating third-party applications from the Salesforce AppExchange to extend platform capabilities.

• System Monitoring & Maintenance

  • Monitor system performance and proactively address potential issues to ensure smooth operation.

  • Perform regular system health checks, monitoring key performance metrics and system logs to ensure optimal functionality.

  • Track and analyze system usage patterns, identifying potential bottlenecks or performance issues, and proactively addressing them to prevent downtime.

  • Review audit trails, login history, and field history tracking to ensure proper system security and compliance with company policies.

  • Conduct regular data maintenance tasks, including data cleaning, deduplication, and validation to ensure data quality and integrity.

• Release Management:

  • Support Salesforce updates and releases, including sandbox testing, change management, and deployment to production environments.

  • Test and deploy new Salesforce features and updates, ensuring smooth integration with existing configurations and workflows. Ensure that system updates are properly tested and validated to minimize disruption and enhance system performance.

  • Stay up-to-date with new Salesforce releases and features, recommending relevant enhancements to the platform.

• Data Management & Reporting:

  • Manage mass updates to Salesforce data using tools like Data Loader and maintain data integrity by implementing validation rules and auditing processes.

  • Create and maintain custom reports and dashboards to help stakeholders monitor performance and drive decision-making.

  • Support teams in building detailed reports that provide insights into key metrics, KPIs, and sales or service performance.

Qualifications

• Experience:

  •  1- 3 years of experience in a Salesforce support role.

• Problem-Solving & Analytical Skills:

  • Strong troubleshooting skills, with the ability to diagnose and resolve technical issues related to Salesforce configurations and usage.

  • Analytical mindset with the ability to assess business needs and recommend relevant system solutions.

  • Ability to manage multiple support cases and prioritize issues based on business impact.

• Communication & Collaboration:

  • Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

  • Experience in training and supporting users to maximize Salesforce adoption and utilization.

  • Strong customer service orientation and a collaborative mindset for working with teams across the organization.

• Technical Skills:

  • Proficiency in Salesforce support tasks, including user management, and an understanding of security settings, and workflows.

  • Understanding of Salesforce data management tools (e.g., Data Loader) and reporting capabilities.

  • Experience with Salesforce Lightning..

Desired Qualifications:

• Experience of Agile or other project management methodologies.

• Salesforce Certified Administrator

Additional Information

#LI-PU1

Our Values

Collaboration is our superpower

• We uncover rich perspectives across the world
• Success happens together
• We deliver across borders.

Innovation is in our blood

• We’re pioneers in our industry
• Our curiosity is insatiable
• We bring the best ideas to life.

We do what we say

• We’re accountable for our work and actions
• Excellence comes as standard
• We’re open, honest and kind, always.

We are caring

• We learn from each other’s experiences
• Stop and listen; every opinion matters
• We embrace diversity, equity and inclusion.

More About Cint

In June 2021, Cint acquired Berlin-based GapFish – the world’s largest ISO certified online panel community in the DACH region – and in January 2022, completed the acquisition of US-based Lucid – a programmatic research technology platform that provides access to first-party survey data in over 110 countries.

Cint Group AB (publ), listed on Nasdaq Stockholm, this growth has made Cint a strong global platform with teams across its many global offices, including Stockholm, London, New York, New Orleans, Singapore, Tokyo and Sydney. (www.cint.com)