Job Details

We have a 20+ year relationship with our clientThis is a long-term remote contract position. We offer hourly W2 or C2C rates.The Commercial Technology Support Specialist will serve as the primary owner of the Salesforce‑based ticketing queue supporting the North America Commercial organization. This role provides Tier‑1 triage, data quality support, and operational analysis to ensure the timely resolution of rep‑submitted issues related to Salesforce, commissions, data integrity, and commercial processes.The Specialist will also help shape and improve the ticketing workflow, identify recurring issues, recommend process or training improvements, and partner closely with Commercial Technology, Sales Operations, and IT counterparts.Key ResponsibilitiesServe as the primary owner of the Salesforce email‑to‑case ticket queue.Review, categorize, and triage incoming tickets from commercial field reps and internal stakeholders.Resolve Tier‑1 issues directly when possible; elevate complex items to Commercial Technology managers as needed.Ensure timely, professional communication with reps and internal teams.Data Quality & Issue ResolutionPerform data updates, corrections, and validations in Salesforce to support commissions, territory alignment, account assignments, and other commercial processes.Maintain elevated data access responsibly to ensure accuracy and compliance.Understand how data flows through Salesforce objects and how it impacts downstream processes.Reporting, Analytics & Trend IdentificationRun Salesforce reports and dashboards to monitor ticket volume, patterns, and root causes.Identify recurring issues and propose solutions such as training, process changes, or technical enhancements.Provide regular insights to Commercial Technology leadership on trends and opportunities for improvement.Process Ownership & Continuous ImprovementAct as a business process owner (BPO) for the ticketing system within Salesforce.Recommend workflow improvements to reduce clicks, streamline triage, and improve user experience.Collaborate with IT partners (e.g., CRM platform owner) to request enhancements or system updates.Document processes, ticket handling guidelines, and categorization standards.Cross‑Functional CollaborationWork closely with Commercial Technology Solutions, Commercial Effectiveness, Sales Operations, and IT CRM teams.Represent the commercial business in discussions about ticketing system improvements.Support training efforts by identifying knowledge gaps and contributing to documentation.Required QualificationsExperience working with Salesforce as a user, analyst, or support resource (no admin certification required).Familiarity with Salesforce reporting, dashboards, and basic data structures.Prior experience in a ticketing or support environment (Salesforce Service Cloud, email‑to‑case, Zendesk, ServiceNow, etc.).Strong analytical skills with the ability to identify patterns and propose solutions.Excellent communication and customer‑service skills, especially when working with field sales reps.Ability to work independently, manage priorities, and operate in a fast‑moving, evolving environment.Preferred QualificationsExperience supporting commercial, sales operations, or CRM‑related functions.Understanding of commissions, territory management, or commercial data workflows.Experience acting as a process owner or contributing to workflow optimization.Familiarity with cross‑functional work in matrixed organizations.#J-18808-Ljbffr