Salesforce Application Support Specialist

At Botanic Tonics, we know our world is fast, noisy and distracting. It can easily leave us feeling tied up, strung out and not ourselves. Maybe you think the more supercharged you are, the better you’ll be. Maybe escape is the only way for you to truly feel free. We’re not judging — we just have a different point of view. Because we’re not a fuel for keeping pace with the rat-race of every day. We’re not an elixir that transports you through the clouds to a tranquil place. We’re kava products with blends of other naturally active ingredients, designed to bring you down to earth and into the present, so you can make the most of every moment.

Why waste effort trying to quiet the noise when you can tune into it, to hear the one voice that matters? We believe choosing to engage with the here and now is more fulfilling. It makes us feel good, enriches our lives, and brings out our best selves.

Be Present. Be You. When you can truly be there, you feel free.

Overview

The Salesforce Application Support Specialist will be responsible for providing front-line support to users of the Salesforce platform. This role involves diagnosing, troubleshooting, and resolving issues related to Salesforce, as well as assisting with user training and documentation. The ideal candidate will have a strong understanding of Salesforce features, functionality, and best practices, combined with excellent communication and problem-solving skills.

Responsibilities:

• Provide first-line support for our 200+ remote sales team, ensuring timely and effective resolution of issues.

• Offer support for our Salesforce Consumer Goods Mobile app, assisting users with functionality and troubleshooting.

• Utilize Zendesk to manage, track, and resolve support tickets, adhering to established SLAs.

• Monitor recurring issues and provide feedback to the development team for continuous improvement of the mobile application.

• Develop and maintain comprehensive documentation, including user guides and FAQs.

• Create and record training videos to assist users in navigating the Salesforce CG Mobile app and other related tools.

• Conduct training sessions for the sales team when new features are released, ensuring they are well-equipped to utilize the latest tools and updates.

Requirements:

• Bachelor's degree in Information Technology, Business Administration, or a related field is preferred.

• 2+ years of experience in a help desk, customer support, or technical support role.

• 1+ years of experience working with Salesforce in an administrative or support capacity.

• Previous experience in a help desk or application support role, particularly in supporting remote sales teams, is highly desirable.

• Hands-on experience with Zendesk and Salesforce platforms is a plus.

• Strong problem-solving skills and a continuous improvement mindset, with the ability to identify trends and suggest enhancements.

• Excellent communication skills, both written and verbal, with a focus on creating clear and user-friendly documentation and training materials.

• Experience working within a ticketing system and meeting or exceeding SLA requirements.

• Self-motivated and able to work independently in a remote environment.

Benefits Overview: Comprehensive Medical, Dental and Vision Plans, 401k Match, Family Leave, PTO & Paid Holiday Schedule.

Botanic Tonics is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, veteran status, marital status, gender identify, sexual orientation, national origin, liability for military service, or any other characteristic protected by applicable federal, state, or local law. If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration. Botanic Tonics reserves the right to defer or close a vacancy at any time.