Salesforce Support Specialist

Position Description We are looking for a contractor with Salesforce experience to provide support to client station agents. This role will begin by answering basic requests and troubleshooting common issues, then build the knowledge needed to become the Salesforce subject matter expert for the Digital Support Team. They will work closely with the existing Salesforce team, attend standups, and participate in knowledge transfer. The specialist will help establish consistent support practices and share what they learn with Support Team colleagues. The successful candidate will bring strong troubleshooting skills and the ability to learn the client's heavily customized Salesforce environment. Excellent spoken and written English is required to work directly with station agents by phone, Microsoft Teams, and written support communications. Responsibilities • Provide timely, professional responses to station agents, clarify requests, and guide users through basic Salesforce questions and documented troubleshooting steps. • Meet with agents by phone or Teams to understand symptoms, reproduce issues where possible. • Triage Salesforce issues in Freshservice. • Help users locate reports, dashboards, training, and approved instructions for exports and opportunity workflows. • Escalate access errors, missing guidance, and issues beyond documented support procedures. • Document affected users and stations, business impact, error messages, relevant records, troubleshooting performed, and reproduction steps in support tickets. Keep agents and internal teams informed and escalate urgent issues promptly. • Attend Salesforce team standups and knowledge-transfer sessions, maintain troubleshooting documentation, identify recurring issues and training gaps, and build the Support Team’s Salesforce knowledge. Required Qualifications • Hands-on Salesforce experience and the ability to apply that knowledge while learning a heavily customized instance. • Strong troubleshooting and problem-solving skills, including gathering evidence, isolating likely causes, and recognizing when to escalate. • Excellent spoken and written English, with the ability to explain technical steps clearly and patiently during phone and Teams calls and in written communications. • A customer-service approach and the ability to work effectively with station agents of varying technical experience. • Ability to document issues clearly, organize and track requests, and follow support and escalation procedures. • Ability to learn through collaboration and knowledge transfer, work independently within defined support boundaries, and share knowledge with teammates. Preferred Qualifications • An IT background, particularly help desk, service desk, or application support experience. • Familiarity with support ticketing tools, knowledge-base documentation, Microsoft 365, Outlook, Teams, Freshservice and SSO troubleshooting. • Experience supporting customized Salesforce environments, sales workflows, or television station and media operations