Salesforce Support Specialist

Who We Are

We're Galaxy Digital, located in beautiful Asheville, North Carolina. We're a growing SaaS company that is passionate about providing technology solutions for nonprofits and organizations focused on volunteering. Our goal is to build strong local communities and help organizations make a positive impact through volunteerism!

Our Get Connected Volunteer Management Software is the top choice for volunteer management in the U.S and Canada, serving thousands of nonprofits and millions of volunteers. We're committed to promoting diversity, equity, and inclusion, and strive to create a welcoming environment where talented individuals can thrive and grow.

We believe in the potential of every individual and encourage you to apply for a position with us, even if you don't meet every criteria listed. We value diverse perspectives and aim to create a supportive workplace where everyone can flourish.

At Galaxy Digital, we believe in finding a balance between hard work and having fun. Our workplace culture supports enthusiasm, wellness, and a sense of joy in what we do. Join us on this exciting journey as we work towards creating a better world through technology!

Who We Are Looking For

As a Salesforce Support Specialist, you will be tasked with providing a superior customer experience to our users. The Salesforce Support Specialist is responsible for the planning, implementation, and execution of the customer's onboarding, ongoing support, maintaining satisfaction, and ensuring customer retention and expansion. The ideal candidate will have a strong understanding of software onboarding best practices, excellent communication skills, and the ability to work independently and as part of a team.

Core Responsibilities

• Customer Support: Troubleshoot support requests (e.g., tickets, calls, labs) to ensure continuity and accuracy in technical responses, acting as the primary point of contact for customer questions, complaints, or grievances.
• Onboarding: Assist with the onboarding of new customers by understanding their goals and timeline, and guiding customers to the right configuration and customization, if any.
• Training: Help train new and existing customers, as well as maintain and produce training materials. Create and distribute onboarding materials, including user guides, training videos, and FAQs.
• Retention: Help identify, with the Customer Success team, at-risk accounts and create action plans to mitigate churn.
• Growing Accounts: Work alongside Customer Success and Sales teams to identify and develop expansion opportunities within existing accounts by analyzing user engagement and suggesting tailored solutions.
• Team Collaboration: Collaborate closely with Customer Success teammates to achieve shared success in meeting and exceeding quarterly team targets. Track the effectiveness of the onboarding program and make recommendations for improvements.

Desired Skills and Experience

• Experience: At least 2 years of customer-facing or account management experience, preferably in the technology (SaaS) industry.
• Experience with Salesforce: Equipped with skills to efficiently manage customer relationships and data through Salesforce. Salesforce certifications are required, such as Salesforce Certified Administrator, Advanced Administrator, Nonprofit Cloud Consultant, and Business Analyst.
• Technical Salesforce Skills:
  • Configure and manage Salesforce Standard and Custom Objects.
  • Create and manage custom fields and formula fields.
  • Develop and maintain Emails, Email Templates, and Email Alerts.
  • Design and implement Flows and Workflow Rules.
  • Perform Data Imports and manage the Translation Workbench.
  • Create and manage List Views.
  • Write and execute Salesforce Object Query Language (SOQL) queries.
  • Manage user accounts, Reports, and Dashboards.
  • Create and Manage permission sets, profiles, and sharing rules.
• Tech Savvy: Ability to quickly learn new technologies, explain features, and web building/web hosting concepts to customers in a simple, succinct manner.
• Customer Focus: Demonstrates a desire to help and serve internal/external customers proactively and meet their needs.
• Responsiveness: Puts customer needs first and creates effective solutions as quickly as possible.
• Collaboration and Teamwork: Works well with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
• Open Communication: Clearly conveys thoughts, both written and verbal, listening attentively and asking questions for clarification and understanding.
• Priority Setting: Focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions. Ability to work independently and as part of a team.

Qualities of a Successful Candidate

• Content creation and video editing.
• Speak or write other languages (Spanish preferred).
• Proficiency in Content Management Systems (e.g., Wix, Wordpress).
• Understanding of HTML, SOQL, or similar programming languages.
• Enjoys hosting training sessions.
• Creates relationships with customers.
• Routinely turns customers with issues into our biggest fans.
• Top-notch troubleshooting and documentation skills.

Pay Structure & Benefits

• Salary range: $45,000-$53,000

Our benefits package includes:

• Medical, Dental & Vision Insurance after 90 days of employment
• 401(k) after 90 days of employment
• Unlimited vacation after 90 days of employment and 9 paid holidays
• Paid Maternity and paternity leave
• Hybrid work environment (work remotely or at home!)
• We conduct annual salary reviews and provide opportunities for professional growth and compensation adjustment based on performance and company growth metrics.