Job Description
Handle incoming incidents and support tickets within Salesforce Service Cloud
Troubleshoot and debug system issues impacting internal users (customer service agents)
Support Service Cloud functionality tied to customer interactions (e.g., call center workflows, click-to-chat, provisioning)
Work closely with internal stakeholders to resolve issues and improve system reliability
Participate in a mix of reactive support (≈80%) and proactive improvements (≈20%)
Assist with ongoing enhancements and root cause analysis for recurring issues
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Salesforce Administrator Certification (required)
Experience with Salesforce configuration and troubleshooting
Strong problem-solving and debugging skills (development experience not required)
Excellent customer service and communication skills
Ability to work in a fast-paced, ticket-driven environment
Nice to Have Skills & Experience
Exposure to Service Cloud (strongly preferred)
Salesforce Platform Developer Certification (nice to have)
Experience with Kafka, AWS, or other technologies (plus)
Interest in expanding into broader/full-stack capabilities
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.