Salesforce Technical Support Specialist
Overview
Are you passionate about customer success and problem-solving? Do you thrive in a dynamic, fast-paced environment where you can help organizations maximize their technology investments? If so, we invite you to apply for the Client Support Specialist role at Boys & Girls Clubs of America (BGCA)!
About the Role
As a Salesforce Technical Support Specialist, you will play a vital role in ensuring Boys & Girls Clubs across the country get the most value out of MyClubHub, a comprehensive Club management system powered by Salesforce and the Traction Rec application. You will serve as a trusted advisor, providing top-tier support, troubleshooting issues, and helping Clubs fully adopt and utilize the system. This is a great opportunity for someone who loves problem-solving, building relationships, and making a direct impact on the success of youth-serving organizations.
LOCATION- Pacific Region (Collectively our support team covers regular support hours (9am - 7 pm) and urgent on call hours (7 am - 9am and 7 pm - 10 pm ET). This specific position will work a closing shift 1-2 days a week which includes being on call until 10 pm ET. Applicants based in Mountain or Pacific time zones are preferred.
Responsibilities
What You'll Do
Client & Product Support
- Respond to and resolve inbound support requests via phone, email, and other platforms.
- Troubleshoot issues, identify root causes, and provide solutions to maximize MyClubHub adoption.
- Build trust and strong relationships with Club users through open and interactive communication.
- Maintain and update the MyClubHub knowledge base, creating clear, user-friendly help articles.
- Manage and document support requests in the designated technology platform.
- Support communities of practice to promote information sharing and best practices.
- Ensure the support team meets responsiveness SLAs, providing a seamless client experience.
- Work collaboratively with BGCA teams to enhance MyClubHub adoption and utilization.
Technical & Administrative Support
- Leverage your knowledge of Salesforce and relational databases to assist Clubs with troubleshooting and best practices.
- Maintain Help Desk articles, ensuring accuracy with new product releases.
- Assist with special projects and cross-functional initiatives as needed.
Qualifications
What You Bring
Education: Bachelor’s degree preferred.
Experience:
-
- 2+ years in client/customer support.
- 2+ years of administrative support experience.
- Salesforce Administrator Certification required.
- Experience using Salesforce (1+ year required); experience with Traction Rec preferred.
Technical Skills:
-
- Strong understanding of relational databases and data best practices.
- Advanced proficiency in Microsoft Office, especially Excel.
- Ability to quickly learn and adapt to new technologies and software platforms.
Why Join Us?
- Make a direct impact by supporting Boys & Girls Clubs nationwide.
- Work with cutting-edge technology in a mission-driven environment.
- Collaborate with a dynamic team dedicated to ensuring a great client experience.
Additional Details
- Work Environment:
- High-energy, multi-tasking environment with critical thinking and problem-solving demands.
- Physical Requirements:
- Ability to sit for extended periods, use a computer, and engage in regular client interactions.
Average salary estimate
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To enable all young people, especially those who need us most, to reach their full potential as productive, caring, responsible citizens.
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