Salesforce Support Specialist (Remote- Anywhere in the U.S.)

GuidePoint Security provides trusted cybersecurity expertise, solutions and services that help organizations make better decisions and minimize risk. By taking a three-tiered, holistic approach for evaluating security posture and ecosystems, GuidePoint enables some of the nation’s top organizations, such as Fortune 500 companies and U.S. government agencies, to identify threats, optimize resources and integrate best-fit solutions that mitigate risk.

***Please note: This is a support role, not a Salesforce Administrator role. 

Description:

GuidePoint Security is seeking a Salesforce Support Specialist to join our dynamic IT engineering team. In this role, you will play a crucial part in providing expert technical support and exceptional service to our internal Salesforce user base. Additionally, you'll have the opportunity to broaden your expertise by supporting other specialty Enterprise Applications. If you're passionate about delivering top-notch service and thrive in a collaborative environment, we invite you to apply and help us deliver "Wow Them" service to our clients and internal stakeholders.

Roles and Responsibilities:  

• Provide exceptional technical support to clients, ensuring satisfaction with Salesforce and application operation.

• Document and update customer support documentation.

• Assist users with troubleshooting software issues and manage user accounts in Salesforce and other systems.

• Collaborate with team members to resolve complex technical issues and identify/report product bugs for resolution.

• Develop and update training materials for Salesforce and other software.

• Communicate effectively with team members and stakeholders, ensuring timely updates.

• Support a broad range of IT systems across GuidePoint Security and adhere to support objectives and SLAs.

• Provide after-hours and escalation support as required to ensure customer satisfaction.

• Document interactions and resolutions clearly, communicating technical information effectively.

• Act as a customer advocate, providing feedback for product improvements.

• Maintain a positive and professional attitude while adhering to company policies.

• Efficiently manage support requests using tools like Jira and Slack Chat.

• Create Knowledge Articles based on common issues and suggest training content.

• Develop and maintain strong customer relationships, delivering high-level service.

• Perform other duties as assigned.

Required Experience: 

• Bachelor’s degree with major course work in a related discipline or equivalent job experience

• Minimum of 2+ years of experience working in Salesforce, handling the responsibilities outlined above.

• 2+ years’ experience working in JIRA as a support platform and Confluence as a knowledge base.

• Experience collaborating with IT development teams on system integrations and enhancements.

• Strong analytical and problem-solving skills with the ability to troubleshoot technical issues and propose effective solutions.

• Excellent communication skills with the ability to interact professionally with stakeholders at all levels.

• Ability to work independently and as part of a team in a fast-paced environment.

Travel Requirements:

• Minimal travel – 10%

We use Greenhouse Software as our applicant tracking system and Free Busy for HR screen request scheduling. At times, your email may block our communication with you. Please be sure to check your SPAM folder so that you don't miss updates on your application.

Why GuidePoint?

GuidePoint Security is a rapidly growing, profitable, privately-held value added reseller that focuses exclusively on Information Security. Since its inception in 2011, GuidePoint has grown to over 1000 employees, established strategic partnerships with leading security vendors, and serves as a trusted advisor to more than 4,200 customers.

Firmly-defined core values drive all aspects of the business, which have been paramount to the company’s success and establishment of an enjoyable workplace atmosphere. At GuidePoint, your colleagues are knowledgeable, skilled, and experienced and will seek to collaborate and provide mentorship and guidance at every opportunity.  

This is a unique and rare opportunity to grow your career along with one of the fastest growing companies in the nation.

Some added perks….

• Remote workforce primarily (U.S. based only, some travel may be required for certain positions, working on-site may be required for Federal positions)

• 100% employer-paid medical premiums (employee only $0 deductible and HSA plans) along with 75% employer-paid family contributions

• 100% employer-paid dental premiums (employee only) along with 75% employer-paid family contributions

• 12 corporate holidays and a Flexible Time Off (FTO) program

• Healthy mobile phone and home internet allowance

• Eligibility for retirement plan after 2 months at open enrollment

• Pet Benefit Option