Salesforce Support Engineer

Who we are

We are William Reed.

We are the leading expert in the global Food & Drink industry.

From manufacturing through to retail and hospitality - we provide the inspiration, insight and connections to power our customers’ success.

Our specialists are deeply engaged in their markets and are recognised as the most trusted professionals in their field.

For 160 years, our diverse portfolio of trusted brands has delivered the information our clients need, reaching audiences through outstanding digital media, insights, prestigious awards, innovative exhibitions, events and print.

Fulfilling our role in the 21st century has meant harnessing digital channels to deliver insightful journalism and high-value data to businesses the world over. Guided by our Mission & Values, our Group’s activities now include category defining digital and print media, innovative business events and conferences, prestigious awards and informative conferences. We offer compelling research and powerful insights to our customers as well as providing recruitment and e-learning solutions within our core markets.

Position

Do you possess excellent communication skills and are eager to support a dynamic team in a fast-paced environment? Do you excel at investigating and resolving technical problems efficiently? Do you have a continuous improvement mindset?

We are looking for a Salesforce Support Engineer to join our Salesforce team and help support our global Salesforce user base. The role covers all aspects of support, setup, and technical escalation. Reporting to the Salesforce Product Manager you will be a key part of a small team supporting and maintaining the platform to get utmost value from the system. This is a fantastic opportunity to grow your career in a fast-growing international business based in the UK, Montpellier, Chicago and Singapore.

What you'll be doing:

• Support and maintain our Salesforce, DocuSign and Conga environments.
• Investigate and resolve support tickets logged by all users of the system.
• Troubleshoot issues related to access permissions, flows, and third-party integrations (e.g. DocuSign)
• Escalate tickets to our Salesforce Admins, support partner or Salesforce directly and work with them through to resolution.
• Create and manage user accounts, profiles, permissions and roles within the Salesforce platform. This includes controlling access to data and functions based on user roles and responsibilities.
• Maintain the product catalogue and associated rate cards under guidance from the Salesforce Administrators.
• Help test changed implemented by the Salesforce Administrators (e.g. new objects, fields and page layout changes).
• Help test new versions, patch releases and code changes.
• Create release notes for fixes or improvements to the platform.
• Be a key part of our ongoing vision to improve and adapt Salesforce for our user base.
• Build and maintain strong relationships with key departments and team members, particularly in Sales and Operations.
• Co-ordinate the rollout of new features with our Product Trainer.
• Participate in the change management process for Salesforce, DocuSign and Conga.
• Create and enhance the technical documentation for each system.
• Assist with the creation and troubleshooting of Salesforce reports.
• Travel to assist with mini-projects or departmental workshops around product development and functionality on an ad hoc basis.

What you'll need:

• Hands-on experience in a technical support role
• Expert in troubleshooting, problem solving, and guiding users through to problem resolution.
• Ability to write clear documentation including internal technical reference processes and user-facing guides.
• Strong personal organisational and time management skills
• Excellent attention to detail
• Able to interface at all levels of the business including the Senior Management Team
• Hardworking and flexible attitude
• Prior experience with Power BI or similar would be beneficial.
• Prior experience with Salesforce would be beneficial but not necessary.
• Be willing to travel to our other offices (London, France, USA and Singapore)

Company Benefits Include:

• 25 days annual leave in addition to bank holidays- increasing by one additional day after 6 years, up to a maximum of 30 days.
• An additional day of leave for you to take on a cultural celebration day or on your birthday if you like. A day for you! At William Reed, we call this our "MeDay".
• A volunteer day to take for supporting a chosen charity and giving back to the community.
• Opportunity for hybrid working.
• Contributory Pension
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including a health care cash plan, Employee assistance programme and a 12-month wellness calendar for company-wide health, wellbeing, diversity & inclusion awareness dates.
• Cycle to Work Scheme
• Electric Car Scheme

Why work for us

We provide a supportive work environment and are committed to maintaining a healthy work/life balance for all of our employees Working for William Reed means that you will be joining a stable organisation that is committed to developing its employees and brands.

We warmly welcome and encourage applications from talented individuals of all backgrounds and characteristics.

If you need any support in accessing this opportunity, please do not hesitate to discuss this with us.