Salesforce Specialist

Insight Global is hiring a Salesforce Admin/Support Specialist as one of their clients is undergoing a GTM technology transformation. We are seeking a motivated,

detail-oriented Mid-level/Senior GTM Systems Support Analyst to join our central IT Service

Desk team (ideally in America). This entry-to-mid-level contract role is dedicated to Tier 1 ticket

resolution and is critical to ensuring our sales and revenue teams maintain operational

efficiency. The primary objective will be resolving immediate user issues and proactively

identifying patterns to reduce overall ticket volume. The role requires flexibility to align with

East Coast (EST) team hours.

Key Responsibilities: Tier 1 Resolution & Process Adherence

The successful candidate will be the first point of contact for Salesforce platform users, ensuring

fast and accurate resolution of critical daily tasks within our ticketing system (Jira Service

Management).

• Ticket Resolution (80% Focus): Resolve a high volume of incoming support requests across multiple platforms, categorized primarily as:

o User/Access Requests: Fulfilling and troubleshooting access to Salesforce,

o Salesloft, ZoomInfo, and other applications. This includes new hire onboarding access.

o Data Accuracy & Hygiene: Performing critical data moves, contact reparenting, currency updates (e.g., USD to EUR/GBP), and basic data corrections on Accounts, Contacts and Opportunities.

o Lead Flow Management: Supporting issues related to lead flows, ensuring correct lead assignment, routing, and proper data synchronization, specifically involving our Marketo integration.

o System Errors: Diagnosing and escalating simple, repetitive system/automation errors reported by users, including in-flight deals configured in CPQ.

• Ticket Volume Reduction (20% Focus): Analyze recurring Tier 1 issues to identify root causes and recommend process or system improvements to reduce future ticket flow.

o Identify repetitive manual tasks (like de-duplication or partner account setup) that can be automated or delegated to self-service.

o Contribute to documentation for repeatable issues to empower end-users.

o System Integrity: Assist in mass data updates, new account setups (including Partner Program accounts), and basic platform cleanup to address technical debt.

• Experience: 3-5+years of hands-on experience in an IT Support or Systems Administration role, preferably supporting a Sales or GTM organization.

• Technical Knowledge: Foundational understanding of Salesforce platform administration (security, user management, custom objects, fields, and basic flow/automation concepts).

• Data Management: Proficient in ensuring data cleanliness and executing bulk data tasks (e.g., merges, imports).

• Analytical Skill: Proven ability to analyze recurring support ticket categories (like access issues or currency changes) and propose simple solutions to reduce volume.

• Communication: Excellent verbal and written communication in English, suitable for user-facing support and documenting technical resolution steps.

Nice to Have:

• Familiarity with Salesforce CPQ quoting or billing concepts (Zuora).

• Experience supporting sales enablement tools like Salesloft or ZoomInfo.

• Salesforce Administrator Certification (ADM 201)

• Familiarity with custom CRM to MAP integrations