Remote in the U.S. (preferred states - Eastern or Central Time Zone: AL, CT, DC, FL, GA, IA, IL, MA, MD, MI, NC, OH, PA, SC, TN, TX, VA, WV)
Millsapps, Ballinger & Associates (MB&A) is seeking a motivated and customer-focused Customer Support Representative to provide Salesforce Administration support to our diverse client base. In this role, you will leverage Salesforce Service Cloud to troubleshoot end-user issues and ensure the highest levels of customer satisfaction.
The ideal candidate for this role will have a strong background in Salesforce support and configuration in a high-demand customer success environment. This position will offer direct exposure to our core business with a focus on ensuring customer success with scalable solutions, processes, and applications.
You will be responsible for logging cases, categorizing customer issues, and escalating complex problems to senior teams, while maintaining communication and follow-up. With a proactive mindset, you’ll identify trends in customer feedback, contribute to knowledge base improvements, and collaborate across departments to provide timely solutions.
You Want to:
- Work on a multi-year, high-profile software project
- Be customer-forward and support-driven to ensure a positive client experience
- Support end-user application knowledge and investigate or troubleshoot complex user issues
- Analyze and support IT business applications and systems
- Continuously grow and learn
You Will:
- Log and manage customer cases using Salesforce Service Cloud, ensuring proper case categorization, priority, and assignment for efficient resolution
- Document investigation and findings on client-reported issues
- Collaborate with team members across tiers to resolve escalated customer cases in a timely manner to ensure resolution within Service Level Agreements
- Manage security, users, roles, profiles, groups, queues, and other Salesforce.com setup options as necessary
- Maintain a high level of product knowledge, staying updated on new features, releases, and product changes
You Have:
- Strong communication, both written and verbal
- Exceptional teamwork skills to help other team members
- Complex analytical and problem-solving skills with attention to detail
- At least 1 year of hands-on Salesforce Administration experience
- Salesforce Service Cloud end-user experience
- System user setup and basic troubleshooting
- Lightning Experience and digital site experience
- Your active certification as a Certified Salesforce Administrator
- 5+ years of Help desk at a Tier 2 or above experience
- Working in a customer service capacity
- Focused in a PAAS/SAAS support role
You Must Have The Ability To:
- Manage time and schedule independently and in accordance with policies and expectations
- Meet deadlines
- Maintain a quiet working space with the ability to be on camera as needed
- Use Google suite of tools (chat, Gmail, calendar, drive, etc.)
- Use Agile tools to maintain backlogs
You Might Have:
- Other Salesforce certifications (e.g. Platform Developer I, Advanced Administrator, Community Cloud Consultant, Service Cloud Consultant)
- Experience working on a development or configuration team
EEOC/OFCCP/VEVRAA STATEMENTS
MB&A is an equal opportunity employer, and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law.
This company is a federal contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA), which requires Government contractors to take affirmative action to employ and advance in employment: (1) disabled veterans; (2) recently separated veterans; (3) active-duty wartime or campaign badge veterans; and (4) Armed Forces service medal veterans. MB&A complies with all federal, state, and local regulations regarding equal employment opportunity and Affirmative Action.
MB&A values the service of veterans and encourages them to apply. We actively encourage diversity in the workplace and strive to create an inclusive environment for all employees.
E-VERIFY EMPLOYER
MB&A participates in the E-Verify program, confirming eligibility to work in the U.S. We comply with all applicable immigration laws, including the Immigration Reform and Control Act of 1986, and require all employees to provide proof of eligibility to work in the United States.
If you require an accommodation to participate in the job application process, please contact Human Resources to request assistance: HR@mbaoutcome.com
