Salesforce Support Coordinator

at  Canadian Cancer Society

Job Title: Salesforce Support Coordinator
Location: Any CCS Office (Toronto, Vancouver, Montreal, Victoria, Ottawa, Calgary, Halifax, St John’s, Kelowna, Prince George, Hamilton, or Quebec City). Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us
Work Model: Hybrid Work Model
Salary Band: 3 ($50,000 - $68,000 CAD)

JOB OVERVIEW

Are you interested in making an impact on the lives of Canadians living with Cancer? Do you have experience supporting enterprise financial systems? Do you value working with a collaborative team? Enjoy flexibility in where you perform your work?
We are seeking a skilled and dedicated Salesforce Support Coordinator to join our dynamic Salesforce Solutions team. The successful candidate will play a pivotal role in providing comprehensive support and coordination for Salesforce-related activities, ensuring the smooth operation of our Salesforce ecosystem. Reporting directly to the Director, Salesforce Solutions, this position offers an exciting opportunity to contribute to our company’s growth and success.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
• Salesforce Administrator certification is highly desirable.
• Proven experience in Salesforce support or administration roles, with a strong understanding of Salesforce features, configurations, and integrations.
• Excellent communication skills, with the ability to effectively interact with diverse stakeholders and convey technical information in a clear and concise manner.
• Strong problem-solving skills and attention to detail, with the ability to analyze complex issues and implement effective solutions.
• Familiarity with data management principles and experience with data migration, data cleansing, and data manipulation tools.
• Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
• Ability to communicate both written and orally in English
• Contribute to our culture of justice, belonging, equity, diversity, and inclusion by ensuring that all staff feel represented and heard regardless of their gender, age, religion, ethnicity, and nationality or race.

• User Support: Provide first-level support to Salesforce users, addressing inquiries, troubleshooting issues, and resolving technical problems in a timely manner.
• Ticket Management: Manage Salesforce support tickets, prioritize tasks, and escalate complex issues to appropriate teams or individuals for resolution.
• Documentation: Maintain accurate documentation of support processes, FAQs, and troubleshooting procedures to facilitate knowledge sharing and ensure consistency in support delivery.
• Training and Onboarding: Assist in conducting training sessions and workshops for new Salesforce users, ensuring they have a clear understanding of Salesforce functionalities and best practices.
• Data Management: Support data integrity initiatives by performing regular data audits, identifying inconsistencies or errors, and collaborating with stakeholders to implement corrective measures.
• System Configuration: Collaborate with Salesforce administrators and developers to configure and customize Salesforce solutions according to business requirements, including user interface enhancements, workflow automation, and data integration.
• Quality Assurance: Conduct periodic quality assurance checks to ensure adherence to Salesforce best practices, data security standards, and compliance regulations.
• Reporting and Analytics: Generate and analyze Salesforce reports and dashboards to monitor system performance, user adoption rates, and key performance indicators (KPIs), providing insights and recommendations for improvement. Ticket Management, Problem Solving and Troubleshooting