Position is 5 days in the Itasca, IL office.

Position Overview

We are seeking a highly skilled and proactive Salesforce Support Lead to join our team. This role will play a critical part in managing and resolving production support tickets across multiple Salesforce instances, identifying recurring issues, and driving scalable solutions. The ideal candidate will be well-versed in Salesforce administration and possess the ability to perform minor coding tasks. This role involves managing support tickets, triaging issues efficiently, and applying critical thinking to resolve problems.

Additionally, the Salesforce Support Lead will be responsible for identifying and suggesting improvements to our Salesforce processes to reduce the volume of support tickets and enhance overall efficiency. Some off-hours work may be required.

Commitment To Internal Control

The incumbent accepts the responsibility for establishing and maintaining the internal control system associated with the essential duties and responsibilities of the functional areas that the incumbent manages.

Essential Duties and Responsibilities: (List in order of time spent)

• Act as the primary point of contact for Salesforce production support, managing and resolving tickets across various business units.
• Triage and prioritize support tickets based on urgency and impact.
• Conduct root cause analysis and apply critical thinking to solve complex problems.
• Analyze trends in support tickets to proactively identify recurring issues and implement long-term solutions.
• Collaborate closely with business users, analysts, and developers to understand issues and enhancements.
• Ensure timely and effective resolution of issues while maintaining a high level of customer satisfaction.
• Follow Salesforce best practices for security, scalability, and performance.
• Document processes, resolutions, and recurring issues for knowledge management and training purposes.
• Suggest and implement improvements to Salesforce processes to reduce ticket volume and enhance efficiency.
• Monitor Salesforce system performance and proactively address potential issues.
• Participate in off-hours support as needed.
  
  

Responsibility And Decision-Making Authority

• Act independently; Decision-making within Company policy.
  
  

Management/Supervisory Responsibilities

• N/A
  
  

Qualifications

• 5+ years of hands-on Salesforce development and production support experience.
• Experience working with Service Cloud, Sales Cloud, and other Salesforce instances in an enterprise environment.
• Proven ability to triage, resolve, and document technical issues.
• Excellent analytical skills — ability to identify trends and propose preventative measures.
• Ability to design and implement processes for intake and management of enhancement/configuration requests.
• Strong communication and collaboration skills across technical and non-technical teams.
• Salesforce certifications are a plus (e.g., Platform Developer I/II, Administrator).
• Strong problem-solving skills and the ability to think critically.
• Ability to work independently and as part of a team.
• Experience with Salesforce Lightning, Apex, and Visualforce is preferred.
• Familiarity with Salesforce best practices and data management.
  
  

Competencies

• Oral and written communications.
• Ability to listen.
• Ability to transmit information.
• Interpersonal communications.
• Ability to work in a team.
• Detailed oriented.
• Organized.
• Problem solving abilities.
  
  

Education And Experience

• Bachelor's degree in business, engineering, or technology or equivalent experience.
  
  

Licensing And Certification

• N/A
  
  

Tools And Equipment Used

• Personal computer, copier, phone, and other typical office equipment
  
  

Working Hours

• Hours may vary and will require some evening work; frequently requires working 40-45 hours/week depending on business needs.
  
  

Travel

• Occasional travel to branch offices or seminars may be required.
  
  

Physical Demands

• Digital dexterity and hand/eye coordination in operation of office equipment" to "Digital dexterity and hand-eye coordination in the operation of office equipment.
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear customers and/or other employees via phone or in person
• Body motor skills sufficient to enable incumbent to move from one office location to another.
  
  

The job description does not constitute an employment contract, implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the employer and requirements of the job change.

The position is (non-exempt) and the salary will be between $111,000.00 and $130,000.00 with an opportunity to earn (a discretionary annual bonus).

The salary range is determined and based on internal equity, market data/ranges, applicant's skills, prior relevant experience and education.

Additional Benefits

• Medical, Dental, and vision plans
• 401(k) and matching
• Paid Time Off
• Company Paid Life Insurance
• Employee Assistance Program
• Training and Development Opportunities
• Employee Discounts