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.