Ticketing System Support Specialist - REMOTE

EVERSANA; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

A prominent life sciences consulting firm is seeking a Commercial Technology Support Specialist to manage the Salesforce ticketing system. This remote position requires Salesforce experience, analytical skills, and excellent communication. The role entails providing Tier-1 support, maintaining data integrity, running reports, and collaborating with cross-functional teams to improve workflows. Ideal candidates are proactive, can manage priorities efficiently, and have a background in sales operations. This long-term contract offers growth and development opportunities.

Qualifications

• Experience working with Salesforce as a user or support resource.
• Strong analytical skills to identify patterns.
• Excellent communication skills with sales reps.

Responsibilities

• Manage Salesforce ticketing queue and provide Tier-1 support.
• Perform data updates and validations in Salesforce.
• Run reports to monitor ticket volume and trends.

Skills

Salesforce proficiency

Analytical skills

Customer service

Communication

Tools

Salesforce Service Cloud

Zendesk

ServiceNow

Job description

Sorry, no 3rd party candidates will be considered

This is a long term contract with our fortune 100 life science client in the Northeast USA. We have been working with this client for 20+ years and you will be joining our team of 50 + professionals.

Position Overview

The Commercial Technology Support Specialist will serve as the primary owner of the Salesforce‑based ticketing queue supporting the North America Commercial organization. This role provides Tier‑1 triage, data quality support, and operational analysis to ensure timely resolution of rep‑submitted issues related to Salesforce, commissions, data integrity, and commercial processes.

The Specialist will also help shape and improve the ticketing workflow, identify recurring issues, recommend process or training improvements, and partner closely with Commercial Technology, Sales Operations, and IT counterparts.

This is a fully remote contract role (U.S. or North America preferred) with long‑term potential.

Key Responsibilities

• Serve as the primary owner of the Salesforce email‑to‑case ticket queue.
• Review, categorize, and triage incoming tickets from commercial field reps and internal stakeholders.
• Resolve Tier‑1 issues directly when possible; upscale complex items to Commercial Technology managers as needed.
• Ensure timely, professional communication with reps and internal teams.

Data Quality & Issue Resolution

• Perform data updates, corrections, and validations in Salesforce to support commissions, territory alignment, account assignments, and other commercial processes.
• Maintain elevated data access responsibly to ensure accuracy and compliance.
• Understand how data flows through Salesforce objects and how it impacts downstream processes.

Reporting, Analytics & Trend Identification

• Run Salesforce reports and dashboards to monitor ticket volume, patterns, and root causes.
• Identify recurring issues and propose solutions such as training, process changes, or technical enhancements.
• Provide regular insights to Commercial Technology leadership on trends and opportunities for improvement.

Process Ownership & Continuous Improvement

• Act as a business process owner (BPO) for the ticketing system within Salesforce.
• Recommend workflow improvements to reduce clicks, streamline triage, and improve user experience.
• Collaborate with IT partners (e.g., CRM platform owner) to request enhancements or system updates.
• Document processes, ticket handling guidelines, and categorization standards.

Cross‑Functional Collaboration

• Work closely with Commercial Technology Solutions, Commercial Effectiveness, Sales Operations, and IT CRM teams.
• Represent the commercial business in discussions about ticketing system improvements.
• Support training efforts by identifying knowledge gaps and contributing to documentation.

Required Qualifications

• Experience working with Salesforce as a user, analyst, or support resource (no admin certification required).
• Familiarity with Salesforce reporting, dashboards, and basic data structures.
• Prior experience in a ticketing or support environment (Salesforce Service Cloud, email‑to‑case, Zendesk, ServiceNow, etc.).
• Strong analytical skills with the ability to identify patterns and propose solutions.
• Excellent communication and customer‑service skills, especially when working with field sales reps.
• Ability to work independently, manage priorities, and operate in a fast‑moving, evolving environment.

Preferred Qualifications

• Experience supporting commercial, sales operations, or CRM‑related functions.
• Understanding of commissions, territory management, or commercial data workflows.
• Experience acting as a process owner or contributing to workflow optimization.
• Familiarity with cross‑functional work in matrixed organizations.