Origin Bank
Salesforce Helpdesk Support Specialist
Origin Bank, Jackson, Mississippi, United States, 39200
Your Career. Your Story. Let's Write the Next Chapter Together.
At Origin Bank, a job isn't just a paycheck – it's a meaningful journey. We are committed to helping employees grow both professionally and personally in an environment where people come first. We offer a competitive total rewards package, including generous benefits and compensation tailored to your skills, experience, and education.
What sets us apart is our people‑first culture. You will be supported by initiatives such as our Dream Manager program, one‑on‑one guidance from a nationally certified health and wellness coach, and free access to certified financial professionals who help you plan for your future.
If you want a career that empowers you to build meaningful connections, positively impact others, and pursuit your personal and professional dreams, we would love to meet you. Apply today and start the most rewarding chapter of your career with us.
Job Description Salesforce Help Desk Support Specialist – provide front‑line support to Salesforce users across the organization. Responsible for monitoring and resolving support tickets through a proprietary ticketing system built within Salesforce, responding to user inquiries via email and phone, and ensuring timely and accurate issue resolution.
Duties & Responsibilities
Monitor and manage support tickets within a Salesforce‑based ticketing system.
Respond to user requests submitted through tickets, email, and phone calls.
Troubleshoot and resolve common Salesforce‑related issues: user access and permissions, data entry and record updates, reports and dashboards, page layouts and field visibility.
Accurately document issues, root causes, and resolutions in Salesforce.
Escalate complex issues to Salesforce Administrators or Developers when needed.
Ensure tickets are resolved within defined SLAs and properly closed.
Communicate clearly and professionally with users throughout the support process.
Identify recurring issues and recommend process improvements.
Maintain up‑to‑date knowledge of Salesforce features, internal processes, and support procedures.
Supervisory Responsibilities This job has no supervisory responsibilities.
Competencies
Analytical – collects, researches, and analyzes data; exhibits ability to reason.
Problem Solving – demonstrates attention to detail; identifies and resolves problems in a timely manner; develops alternative solutions.
Technical Skills – strives to continuously build knowledge and skills; shares expertise with others.
Proficiencies – gains experience with Salesforce (and related managed packages), AutoRabit, JIRA, GitHub, and other related CRM, LOS, and profitability software.
Interpersonal Skills/Customer Service – exceptional interpersonal skills involving internal and external contacts; maintains confidentiality; responds promptly to customer needs.
Oral and Written Communication – listens and clarifies; responds well to questions; writes clearly and informatively; reads and interprets written information.
Teamwork – balances team and individual responsibilities; contributes to building a positive team spirit; puts team success above own interests; supports everyone's efforts to succeed.
Organizational Support – follows policies and procedures; completes analyst tasks correctly and on time; supports organization's goals and values.
Judgment – requires substantial independent judgement, investigation, and coordination with others.
Planning/Organizing – prioritizes and plans work activities; uses time efficiently.
Professionalism – reacts well under pressure; treats others with respect and consideration regardless of status or position.
Quality and Quantity – demonstrates accuracy and thoroughness; monitors own work to ensure quality; completes work in a timely manner.
Adaptability – adapts to changes in the work environment; manages competing demands; handles frequent change, delays, or unexpected events.
Attendance/Punctuality and Dependability – consistently at work and on time; follows instructions and responds to management direction.
Education and/or Experience Bachelor's degree (B.A.) from a four‑year college or university in Information Technology or a related field preferred; or a relative combination of education and Salesforce experience.
Required Qualifications and Skills
Experience supporting users in Salesforce (Sales Cloud, Service Cloud, or custom environments).
Strong troubleshooting and problem‑solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple tickets.
Customer‑service mindset with a focus on issue resolution.
Preferred Qualifications and Skills
Salesforce Administrator experience or certification (Admin or Advanced Admin preferred).
Experience providing help desk support via phone and email.
Knowledge of the Salesforce security model, including profiles, permission sets, and roles.
Experience working with SLAs and ticket performance metrics.
Basic understanding of workflows, flows, or validation rules.
Regular interaction with internal business users.
Computer Skills Knowledge of Salesforce, the Internet, Microsoft Word, and Outlook. Intermediate to advanced knowledge of Microsoft Excel. Knowledge of Visual Basic helpful. Ability to use bank‑specific software such as Docutreev and IBS. Ability to use basic office machines.
Bank Culture/Customer Service Skills Promotes the Bank's culture, including support of our Brand promise and Core Values. Ability and judgment to interact and communicate appropriately with other employees, customers, and supervisors. Serves customers, both internal and external, in a manner that reflects superior customer relations and enhances the overall marketing effort of Origin Bank.
Physical Demands The employee is regularly required to sit and use hands to finger, handle, or feel. Frequently required to reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. Occasionally required to stand; walk and climb or balance. Must frequently lift and/or move up to 10 pounds and occasionally up to 25 pounds. Specific vision abilities include close vision and ability to adjust focus.
Compensation Details We believe in competitive compensation. The minimum average base pay for this position based on market is: $45,656.00
The minimum base pay could be increased based on factors such as skills, education, or experience. The base pay listed does not include incentives, bonuses, or benefits. We also offer a generous benefits package (more information on benefits can be found here).
Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights
#J-18808-Ljbffr
At Origin Bank, a job isn't just a paycheck – it's a meaningful journey. We are committed to helping employees grow both professionally and personally in an environment where people come first. We offer a competitive total rewards package, including generous benefits and compensation tailored to your skills, experience, and education.
What sets us apart is our people‑first culture. You will be supported by initiatives such as our Dream Manager program, one‑on‑one guidance from a nationally certified health and wellness coach, and free access to certified financial professionals who help you plan for your future.
If you want a career that empowers you to build meaningful connections, positively impact others, and pursuit your personal and professional dreams, we would love to meet you. Apply today and start the most rewarding chapter of your career with us.
Job Description Salesforce Help Desk Support Specialist – provide front‑line support to Salesforce users across the organization. Responsible for monitoring and resolving support tickets through a proprietary ticketing system built within Salesforce, responding to user inquiries via email and phone, and ensuring timely and accurate issue resolution.
Duties & Responsibilities
Monitor and manage support tickets within a Salesforce‑based ticketing system.
Respond to user requests submitted through tickets, email, and phone calls.
Troubleshoot and resolve common Salesforce‑related issues: user access and permissions, data entry and record updates, reports and dashboards, page layouts and field visibility.
Accurately document issues, root causes, and resolutions in Salesforce.
Escalate complex issues to Salesforce Administrators or Developers when needed.
Ensure tickets are resolved within defined SLAs and properly closed.
Communicate clearly and professionally with users throughout the support process.
Identify recurring issues and recommend process improvements.
Maintain up‑to‑date knowledge of Salesforce features, internal processes, and support procedures.
Supervisory Responsibilities This job has no supervisory responsibilities.
Competencies
Analytical – collects, researches, and analyzes data; exhibits ability to reason.
Problem Solving – demonstrates attention to detail; identifies and resolves problems in a timely manner; develops alternative solutions.
Technical Skills – strives to continuously build knowledge and skills; shares expertise with others.
Proficiencies – gains experience with Salesforce (and related managed packages), AutoRabit, JIRA, GitHub, and other related CRM, LOS, and profitability software.
Interpersonal Skills/Customer Service – exceptional interpersonal skills involving internal and external contacts; maintains confidentiality; responds promptly to customer needs.
Oral and Written Communication – listens and clarifies; responds well to questions; writes clearly and informatively; reads and interprets written information.
Teamwork – balances team and individual responsibilities; contributes to building a positive team spirit; puts team success above own interests; supports everyone's efforts to succeed.
Organizational Support – follows policies and procedures; completes analyst tasks correctly and on time; supports organization's goals and values.
Judgment – requires substantial independent judgement, investigation, and coordination with others.
Planning/Organizing – prioritizes and plans work activities; uses time efficiently.
Professionalism – reacts well under pressure; treats others with respect and consideration regardless of status or position.
Quality and Quantity – demonstrates accuracy and thoroughness; monitors own work to ensure quality; completes work in a timely manner.
Adaptability – adapts to changes in the work environment; manages competing demands; handles frequent change, delays, or unexpected events.
Attendance/Punctuality and Dependability – consistently at work and on time; follows instructions and responds to management direction.
Education and/or Experience Bachelor's degree (B.A.) from a four‑year college or university in Information Technology or a related field preferred; or a relative combination of education and Salesforce experience.
Required Qualifications and Skills
Experience supporting users in Salesforce (Sales Cloud, Service Cloud, or custom environments).
Strong troubleshooting and problem‑solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple tickets.
Customer‑service mindset with a focus on issue resolution.
Preferred Qualifications and Skills
Salesforce Administrator experience or certification (Admin or Advanced Admin preferred).
Experience providing help desk support via phone and email.
Knowledge of the Salesforce security model, including profiles, permission sets, and roles.
Experience working with SLAs and ticket performance metrics.
Basic understanding of workflows, flows, or validation rules.
Regular interaction with internal business users.
Computer Skills Knowledge of Salesforce, the Internet, Microsoft Word, and Outlook. Intermediate to advanced knowledge of Microsoft Excel. Knowledge of Visual Basic helpful. Ability to use bank‑specific software such as Docutreev and IBS. Ability to use basic office machines.
Bank Culture/Customer Service Skills Promotes the Bank's culture, including support of our Brand promise and Core Values. Ability and judgment to interact and communicate appropriately with other employees, customers, and supervisors. Serves customers, both internal and external, in a manner that reflects superior customer relations and enhances the overall marketing effort of Origin Bank.
Physical Demands The employee is regularly required to sit and use hands to finger, handle, or feel. Frequently required to reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. Occasionally required to stand; walk and climb or balance. Must frequently lift and/or move up to 10 pounds and occasionally up to 25 pounds. Specific vision abilities include close vision and ability to adjust focus.
Compensation Details We believe in competitive compensation. The minimum average base pay for this position based on market is: $45,656.00
The minimum base pay could be increased based on factors such as skills, education, or experience. The base pay listed does not include incentives, bonuses, or benefits. We also offer a generous benefits package (more information on benefits can be found here).
Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Know Your Rights
#J-18808-Ljbffr