Job Description

Job-ID32893546Reference26-00578Remote100% RemoteTitle: Salesforce Support Specialist Location: 100% Remote **Must be within 70 miles of Southwest Missouri; Dallas/Fort Worth, TX; or Charlotte, NC**Description & Requirements 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. 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. 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. 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.Shift:9a-6p CDTWhat you'll be responsible for:Serve as a primary point of contact for customer and vendor support inquiriesAssist users with access issues related to Identity, including Multi-Factor Authentication (MFA)Provide basic authorization support for FC Portal and Vendor Portal accessTroubleshoot and resolve routine access and login-related issues in a timely and professional manner via phone and emailProcess and manage service requests within the Oracle PeopleSoft systemRespond to incoming support email requestsCommunicate with team members and leadership using email, Microsoft Teams, and SlackEscalate complex issues to higher-level support teams as neededDeliver exceptional customer service through clear communication and effective problem resolutionPerform other duties as assignedWhat you'll need to have:2-3 years of experience in customer service, technical support, or help desk rolesExperience working with support systems or CRM tools (e.g., Salesforce, Oracle-Peoplesoft, or similar platformsBasic understanding of Multi-Factor Authentication (MFA)Excellent verbal and written communication skillsWhat would be nice for you to have:Associate or bachelor's degree.Oracle Peoplesoft experienceExperience with internal client systemsKnowledge of user provisioning or access controlsPrevious experience supporting financial services or fintech environmentsExposure to escalation workflows and tiered support modelsExperience handling customer or vendor inquiries in a professional environmentStrong troubleshooting and problem-solving skillsCustomer-first mindset with a focus on service excellenceConsistent follow-through and ownership of assigned requestsAbility to manage multiple requests, prioritize work, and meet deadlinesStrong attention to detail and ability to follow defined proceduresExperience responding to and managing high-volume email-based support queuesAbility to quickly learn new systems and adapt to evolving processes

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