Salesforce Support Specialist

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<br><strong>Title: Salesforce Support Specialist<br><br>Location: 100% Remote **Must be within 70 miles of Southwest Missouri; Dallas/Fort Worth, TX; or Charlotte, NC**<br><br></strong><strong><strong>Description & Requirements<br></strong></strong>We deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.<br><br>CRM Operations: Our team supports our For Clients Portal, Vendor Portal, and the Oracle PeopleSoft platform, while also preparing to support upcoming Salesforce CSM and Community Hub platforms. The team provides support across both internal and external systems, working directly with employees, customers, and vendors to ensure reliable access, issue resolution, and a consistent, high-quality user experience.<br><br>The Salesforce Support Specialist II provides frontline support to customers and vendors, delivering timely and accurate assistance with system access and authorization. This role focuses on resolving basic service inquiries, supporting user access through Identity (including Multi-Factor Authentication), and maintaining a high level of customer satisfaction. The specialist primarily works within the Oracle PeopleSoft system while managing requests and communicating with customers via phone, email, and other support channels.<br><br>This is a fully remote position. The manager would prefer a candidate within 70 miles of the Monett, Springfield, Allen or Charlotte offices. This position has two shifts between 7am and 7pm CST.<br><br><strong><strong>Shift:</strong></strong><ul><li>9a-6p CDT<br></li></ul><strong><strong>What you'll be responsible for:</strong></strong><ul><li>Serve as a primary point of contact for customer and vendor support inquiries</li><li>Assist users with access issues related to Identity, including Multi-Factor Authentication (MFA)</li><li>Provide basic authorization support for FC Portal and Vendor Portal access</li><li>Troubleshoot and resolve routine access and login-related issues in a timely and professional manner via phone and email</li><li>Process and manage service requests within the Oracle PeopleSoft system</li><li>Respond to incoming support email requests</li><li>Communicate with team members and leadership using email, Microsoft Teams, and Slack</li><li>Escalate complex issues to higher-level support teams as needed</li><li>Deliver exceptional customer service through clear communication and effective problem resolution</li><li>Perform other duties as assigned<br></li></ul><strong><strong>What you'll need to have:</strong></strong><ul><li>2-3 years of experience in customer service, technical support, or help desk roles</li><li>Experience working with support systems or CRM tools (e.g., Salesforce, Oracle-Peoplesoft, or similar platforms</li><li>Basic understanding of Multi-Factor Authentication (MFA)</li><li>Excellent verbal and written communication skills<br></li></ul><strong><strong>What would be nice for you to have:</strong></strong><ul><li>Associate or bachelor's degree.</li><li>Oracle Peoplesoft experience</li><li>Experience with internal client systems</li><li>Knowledge of user provisioning or access controls</li><li>Previous experience supporting financial services or fintech environments</li><li>Exposure to escalation workflows and tiered support models</li><li>Experience handling customer or vendor inquiries in a professional environment</li><li>Strong troubleshooting and problem-solving skills</li><li>Customer-first mindset with a focus on service excellence</li><li>Consistent follow-through and ownership of assigned requests</li><li>Ability to manage multiple requests, prioritize work, and meet deadlines</li><li>Strong attention to detail and ability to follow defined procedures</li><li>Experience responding to and managing high-volume email-based support queues</li><li>Ability to quickly learn new systems and adapt to evolving processes</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...