About the job
About Us
At Sweep, we serve as the essential agentic layer for enterprise systems, empowering teams and metadata agents to innovate, modify, and govern systems with both agility and assurance.
Your Role at Sweep
We are in search of an enthusiastic Salesforce Administrator who is adept at problem-solving and committed to delivering exceptional customer experiences. In this pivotal role, you will be the primary point of contact for both Salesforce and Sweep support. Your responsibilities will include troubleshooting issues, managing support tickets, and ensuring optimal system performance. This position blends hands-on Salesforce administration with customer support duties, encompassing troubleshooting, data management, and configuration updates.
Customer Support & Issue Resolution
- Act as the main point of contact for customers requiring assistance with Salesforce and Sweep.
- Diagnose, troubleshoot, and resolve technical issues while ensuring a positive customer experience.
- Offer personalized guidance and best practices to help customers maximize their use of both platforms.
Ticket & Case Management
- Oversee support tickets from submission to resolution, adhering to response and resolution SLAs.
- Document all interactions, solutions, and follow-ups accurately in the ticketing system.
- Prioritize critical and time-sensitive cases to ensure prompt resolution and customer satisfaction.
Salesforce Administration & Optimization
- Assist with Salesforce and Sweep configurations, workflows, and user management.
- Conduct regular system health checks to identify and mitigate potential issues.
- Contribute to ongoing enhancements that improve platform performance and usability.
Collaboration, Reporting & Insights
- Collaborate with product and engineering teams to escalate complex technical issues.
- Provide feedback and insights to inform product and process improvements.
- Monitor and report on support trends, resolution metrics, and customer satisfaction levels.
Training & Knowledge Management
- Create and maintain support documentation, FAQs, and self-service resources.
- Facilitate onboarding with training sessions and workshops to equip new users.

