Responsibilities: Entitle customers to case support based on contract. Work directly with Engineering Leads, Program or Product Managers to ensure customer support is possible with latest representation of supported products. Complete back end processes updates such as case assignment rule management, creation of groups/queues, and reassignment of triage cases to Leads in Salesforce. Handles approved system and minor form configuration requests/issues for field values, page layout updates, report type modifications, email alerts, validation updates, sharing rules, permission sets, and role/profiles. Work with Salesforce Lead, Primary SA and IT Development team to triage and share solutions/workarounds/status updates for known system issues, compile/prioritize new issues, and test/QA delivered solutions. Support Salesforce user provisioning/deprovisioning activities and established user license management processes Defines, prepares, and executes data loading tasks to prepare for regularly scheduled audits and root cause analysis exercises as required by Engineering. Handles customer care tickets submitted through JIRA by internal users on behalf of external users for support on case team management, customer role/profile changes, attachment visibility, tools licensing, general tech support and use of the system(s), system downtime and case assignment corrections/redirections. Minimum Qualifications: Experience with database management and administration of CRM Tools Prior experience with Salesforce Salesforce admin certification Bachelors in IT or equivalent Comments for Suppliers: 0-4 yrs exp WFH - until department is clear to return onsite