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# IT Support Specialist (Salesforce/CHATS Support) - Remote

- **Company:** Software Technology, Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Testing (Software), Microsoft Word, Microsoft Excel, Application Testing, JIRA, Issue Tracking Systems, Salesforce.Com, Gsuite
- **Published:** July 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c61483f9b20fd313

## About the Role

* Minimum of 3 years of experience providing IT technical support or help desk services.
 * Proficiency with Microsoft Word, Excel, and Google Workspace.
 * Strong analytical, troubleshooting, and problem-solving skills.
 * Experience with incident tracking and ticket management systems.
 * Excellent verbal and written communication skills.
 * Strong organizational skills with exceptional attention to detail.
 * Ability to manage multiple priorities in a fast-paced environment.
 * Ability to work independently as well as collaboratively within a team.

Preferred Qualifications

 * Experience supporting Salesforce CRM and Salesforce third-party applications.
 * Experience using Jira for issue and project tracking.
 * Functional knowledge of the Child Care Automated Tracking System (CHATS).
 * Salesforce Administrator Certification or actively pursuing certification.
 * Experience with software testing, bug validation, and user acceptance testing (UAT).
 * Experience creating technical documentation, knowledge base articles, FAQs, and user guides.

## Description

* Provide technical support for Salesforce and related third-party applications to internal and external users.
 * Respond to support requests received via email, phone, and virtual meetings/webinars.
 * Investigate, troubleshoot, and resolve application and technical issues.
 * Log, document, track, and monitor incidents through Salesforce Helpdesk, Jira, or other incident management systems.
 * Ensure incidents are categorized, prioritized, and assigned appropriately.
 * Validate reported bugs, reproduce issues, and identify root causes.
 * Escalate complex issues to the appropriate technical teams and monitor progress through resolution.
 * Maintain accurate documentation, including issue details, troubleshooting steps, and resolutions.
 * Identify duplicate issues and link them to existing tickets where applicable.
 * Provide users with timely updates regarding incident status and resolution.
 * Develop and maintain technical documentation, FAQs, and user guides.
 * Communicate system updates, known issues, and process changes to end users.
 * Participate in application testing, validation, and quality assurance activities.
 * Support continuous improvement of incident management processes and service delivery.


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