Salesforce Support Specialist

Location: Los Angeles, San Francisco, San Diego

Salary: $26.44–$28.85 per hour (non-exempt)

Organization Overview

Founded in 2004, Brilliant Corners provides innovative housing and housing-related services to California’s most vulnerable individuals, with an emphasis on those transitioning from, or at risk of, homelessness or institutionalization. We develop, own, and manage multi-family supportive housing and licensed residential care homes, and implement a broad array of scattered-site, one-on-one supportive housing, and clinical case management programs through partnerships with developmental services, homeless services, veterans’ services, and health care sectors.

In short, we do good work.

We have offices in San Francisco, San Mateo, Los Angeles, and San Diego. We currently have over 400 staff members and are growing daily. We’re looking for inspired, talented people who want to be part of a team that’s affecting profound change and is having fun doing it.

POSITION SUMMARY

The Salesforce Support Specialist is a key position on the Training and Support team, which works to provide technical support to the needs of Brilliant Corners’ various lines of work and programs. The position provides Tier 2/3 support to CRM users across our organization. Responsibilities include maintenance of Salesforce.com (SFDC) products, user management, system security, and on-going optimization efforts for existing SFDC features, third party applications, and integrations. Work is collaborative and requires coordination with Salesforce administrators, training/support specialists, analysts, and end users. To be successful in this position, candidates will bring administrative experience in Salesforce product offerings and a commitment to user satisfaction. Preferred candidates will be entrepreneurial self-starters who problem solve with creativity and curiosity.

RESPONSIBILITIES

• Maintain custom and standard objects, fields, views, flows, and other SFDC features, adhering to SLAs for technical support
• Maintain regular, proactive communication to end users via ticketing system and other internal communication platforms
• Provide support for SFDC third party applications and integrations, such as Docusign and Box
• Coordinate work with Support Team and Product Development Team
• Implement system changes without interruption to the user or impact on other workflows and processes.
• Continually seek ways to enhance the end-user experience
• Update process documentation and field maps of custom work in SFDC
• Assist with migration from legacy systems/processes into SFDC
• Provide support and technical assistance to external users (Salesforce Community/Experience users), troubleshooting technical issues, and managing user access
• Ensure data integrity by merging duplicate records, performing bulk data uploads and updates as required, and removing unnecessary fields and data as needed and in compliance with data retention policies
• Create and adhere to naming conventions and organizational data standards
• Other duties as assigned
  

MINDSETS

You’re a system thinker who puts people at the center.You see opportunities for improvement wherever you look and know how to get buy-in from others to make it real. You know how to take things to scale without feeling bureaucratic. You’re all about the end-user experience being awesome.

You bring your “A” game to work.  You inspire a culture of excellence and take pride in doing “whatever it takes” for our clients, staff and partners. You believe that it’s a reflection on you, your work, and the organization you represent.

You thrive in an entrepreneurial environment. You’re resourceful and at ease with ambiguity and rapid change. You possess a positive, can-do attitude, and are adept at identifying creative solutions that turn challenges into opportunities. You can handle many important responsibilities at once and you’re rigorous about prioritization.

KNOWLEDGE, SKILLS AND ABILITY

Required:

• 1 to 2 years of hands-on Salesforce or other CRM experience 
• Familiarity with Salesforce Lightning interface
• Basic understanding of Salesforce objects, fields, and relationships
• Ability to work independently, as well as part of a team
• Team player with positive attitude
• Great communication skills with enthusiastic personality
• Ability to utilize critical thinking skills in decision-making situations, good organizational and record-keeping skills, and sound judgment
• Computer literate and proficient in standard office applications Word, Excel and Outlook
• Strong problem-solving skills in relation to data and software applications

Strongly Preferred:

• Current Salesforce Administrator Certification
• Experience with Salesforce Communities/Experience and Flows
• Experience with Salesforce Nonprofit Success Pack (NPSP)
• Experience with custom buildouts that are not dependent on standard SFDC objects
• Experience working with non-profits, particularly homeless service and/or supportive housing

Core Competencies

• Technical Learning: Quickly learns and applies new technical skills, knowledge, and industry expertise. Seeks guidance when needed to ensure quality 

• Organizational Agility: Understands how the organization operates through formal and informal structures. Navigates dynamics, communicates rationale behind policies, and builds relationships to achieve goals 

• Customer Focus: Proactively understands and meets others' needs through a service-minded approach. Builds trust, leverages insights, and provides responsive support to align with evolving requirements 

Organizational Values

• Humanity: Putting people first: We are committed to meeting people where they’re at, honoring their dignity, diversity, and experience.  

• Community: Building a better future: Sustainable housing solutions are fostered through partnership, collaboration, and human connection.  

• Ingenuity: Innovating for transformation: Systems-change requires relentless determination, thinking outside the box and challenging the status quo. 

Physical Requirements

Candidates should have physical mobility for tasks such as standing, bending, stooping, kneeling, crouching, reaching, twisting, and walking on uneven surfaces. They should be capable of performing stationary tasks like sitting for up to 6 to 8 hours a day.  Additionally, candidates should be able to lift, carry, push, pull light to moderate weights up to 15 pounds safely. Requires mental acuity for analytical reasoning and document interpretation. 

Salary range for this position is $26.44–$28.85 per hour (non-exempt). This position is being offered at $26.44–$28.85 per hour (non-exempt).

Brilliant Corners does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Hybrid Work