Technical Implementation Specialist (Salesforce) - 100% Remote

Description & Requirements:

CRM Operations: Our team supports 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.
 
Shifts:

• 3 positions-9a-6p CDT
• 2 positions-7a-4p CDT

What you’ll be responsible for:

• Serve as a primary point of contact for customer and vendor support inquiries
• Assist users with access issues related to Identity, including Multi-Factor Authentication (MFA)
• Provide basic authorization support for FC Portal and Vendor Portal access
• Troubleshoot and resolve routine access and login-related issues in a timely and professional manner via phone and email
• Process and manage service requests within the Oracle PeopleSoft system
• Respond to incoming support email requests
• Communicate with team members and leadership using email, Microsoft Teams, and Slack
• Escalate complex issues to higher-level support teams as needed
• Deliver exceptional customer service through clear communication and effective problem resolution
• Perform other duties as assigned

What you’ll need to have:

• 2-3 years of experience in customer service, technical support, or help desk roles
• Experience working with support systems or CRM tools (e.g., Salesforce, Oracle - Peoplesoft, or similar platforms
• Basic understanding of Multi-Factor Authentication (MFA)
• Excellent verbal and written communication skills

What would be nice for you to have:

• Associate or bachelor’s degree.
• Oracle Peoplesoft experience
• Knowledge of user provisioning or access controls
• Previous experience supporting financial services or fintech environments
• Exposure to escalation workflows and tiered support models
• Experience handling customer or vendor inquiries in a professional environment
• Strong troubleshooting and problem-solving skills
• Customer-first mindset with a focus on service excellence
• Consistent follow-through and ownership of assigned requests
• Ability to manage multiple requests, prioritize work, and meet deadlines
• Strong attention to detail and ability to follow defined procedures
• Experience responding to and managing high-volume email-based support queues