Salesforce (Business Systems) Support Specialist

Position: Business Systems Support Specialist

Location: Mechanicsburg, PA (ONSITE)

Schedule: Monday-Friday, 8:00AM-5:00PM (Full-Time)

Who We Are

West Shore Home is a technology-driven and industry-leading home improvement company specializing in high-quality and convenient remodels of Bathrooms, Windows, Flooring, and Doors. West Shore Home operates in over 40 locations nationwide and is home to over 3,000 employees!

Purpose Of Position

As a Business Systems Support Specialist at West Shore Home, you will responsible for diagnosing and resolving common issues, maintaining high-quality ticket documentation, and escalating appropriately when issues exceed the Tier 1 scope for core business applications including Salesforce, Five9, Formyoula, Felix, and related systems. The Support Specialist I delivers predictable, high-quality support that improves system reliability, user experience, and operational efficiency.

Key Role Accountabilities

• Diagnose and resolve issues within Salesforce, Five9, Felix, Formyoula, and other technical platforms utilized in the company. Escalate system-level or high-complexity issues appropriately.
• Perform account unlocks, password resets, Multi-Factor Authentication (MFA) resets, template edits, form field adjustments, picklist changes, and other metadata updates.
• Manage and oversee open tickets in the company Jira Service Desk and communicate updates with team members and internal customers via comments.
• Identify recurring issues, report trends, and escalate out-of-scope issues according to Technical Support standards.

Minimum Requirements

• Must be authorized to work in the United States without requiring current or future employer-sponsored work authorization. The company does not and will not sponsor employment visas.
• Proficiency with Salesforce flow automation tools- specifically updating, debugging, and creating declarative solutions.
• Proven knowledge of the standard capabilities of Salesforce including ongoing customization/alterations.
• Ability to meet or exceed Service Level Agreement (SLA) expectations for response and resolution.
• Strong communication skills including the ability to communicate effectively with internal/external developers on a technical level, as well as front line employees with no technical background.
• Strong preference towards candidates with an active Salesforce Administrator certification.

Please note: Applicants must be authorized to work in the United States at the time of their application on a full-time basis. The Company will not sponsor applicants for work visas.

Benefits

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability)
• 401(k) with company match
• HSA plan with company match
• Paid holidays and paid time off (PTO)
• Employee Referral Program
• Employee Discount Program
• Paid training and unlimited professional growth potential

Compensation

• The approximate pay range for this position is $28- 34 per hour. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and abilities as well as geographic location of the position.

Culture And Community

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation's top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits.

West Shore Home strives to Bring Happiness to Every Home® and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference. Learn more here:

#LI-RM1

It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.