Salesforce and Application Support Specialist

Summary/objective

The Salesforce and Application Support Specialist serves as the first point of contact for the Salesforce application and supported business application issues for AO North America users. This role provides responsive Level 1 functional and access support, documents and triages incidents, resolves common user issues, and escalates complex functional or technical matters to the appropriate application owner or support team. For Salesforce matters, the position works closely with the general Salesforce support team in Davos, Switzerland. The role also provides minor support for Microsoft Power Platform solutions and assists with limited low-code development, testing, documentation, and maintenance under established governance and technical standards.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

•   Serve as the primary Level 1 support contact for Salesforce and assigned business applications used by employees across North America during regional business hours.

•   Receive, document, categorize, prioritize, and track incidents and service requests through the approved ticketing process.

•   Resolve common Salesforce issues involving login and access, navigation, standard workflows, data entry, record visibility, reports, and general system use within assigned permissions.

•   Provide first-level support for other assigned business applications, including basic access, configuration, workflow, data, and usability issues within the scope of documented support procedures.

•   Gather clear problem statements, steps to reproduce, screenshots, business impact, affected users, and other diagnostic information before escalation.

•   Escalate unresolved Salesforce matters to the appropriate Salesforce Power User, AO Foundation IT team in Davos, Salesforce administrator, and remain the North America point of contact through resolution.

•   Escalate unresolved issues for other business applications to the appropriate application owner, vendor, implementation partner, or technical support team.

•   Communicate ticket status, workarounds, planned resolution, and closure details to users in clear, business-friendly language.

•   Partner with the general Salesforce support team in Davos and other application support teams to follow established support, security, change, release, and escalation procedures.

•   Maintain and localize support documentation, knowledge articles, FAQs, and job aids for North America users while keeping content aligned with organizational standards.

•   Support user onboarding and offboarding activities, including access requests, role and permission coordination, license assignment requests, and verification that required approvals are complete.

•   Identify recurring issues, training needs, and process gaps; provide trend information and recommendations to the IT Director and relevant application owners.

•   Assist the Foundation IT in sprint creation and prioritization.

•   Assist with user acceptance testing, regression testing, release readiness, and validation of fixes or enhancements that affect North America.

•   Provide basic user coaching and short training sessions and help users adopt approved processes and self-service resources.

•   Protect confidential and personal information and follow organizational requirements for data quality, privacy, security, and appropriate system access.

Additional Job Functions

•   Provide minor support for Microsoft Power Apps and related Power Platform solutions, including basic troubleshooting, user assistance, testing, documentation, and issue escalation.

•   Assist with small, approved low-code enhancements such as simple forms, screens, workflows, notifications, and data connections under the direction of the IT Director or designated technical owner.

•   Assist with basic Power Automate flow monitoring and troubleshooting, including documenting failed runs and coordinating escalation when changes require advanced development or administrative access.

•   Participate in requirements gathering, prototyping, user testing, deployment support, and maintenance for limited low-code solutions that follow established governance, security, data, and change-management standards.

•   Maintain solution documentation, ownership information, support procedures, and change records for assigned Power Platform or other low-code solutions.

•   Participate in cross-regional support meetings and knowledge-transfer sessions with colleagues in Switzerland and other locations.

•   Provide limited support outside normal business hours for critical incidents, planned releases, or major business events when scheduled.

•   Assist with other business applications or general IT support activities as assigned.

Competencies

•   Customer service orientation and professional communication

•   Incident triage, troubleshooting, and structured problem solving

•   Ability to translate between business needs and technical support teams

•   Basic understanding of application workflows, integrations, permissions, and data relationships

•   Attention to detail, documentation, and follow-through

•   Ability to manage competing priorities and communicate impact appropriately

•   Collaboration across teams, cultures, and time zones

•   Commitment to data quality, confidentiality, security, and process compliance

•   Curiosity and willingness to learn Salesforce, Power Platform, and other supported business applications

Supervisory responsibilities

This position has no direct supervisory responsibilities.

Work Environment

Standard office environment or approved remote work setting. Regular computer and video-conference use is required. Because the role collaborates with teams in Switzerland, occasional meetings outside standard North America business hours may be necessary.

 Physical Demands

Regular computer use is required. The employee must be able to remain in a stationary position for extended periods and occasionally move or lift office equipment or materials weighing up to 20–25 pounds, with reasonable accommodation as applicable.

Travel Requirements

AO NA operates in a results-only work environment and allows for a distributed workforce. This position requires the employee to be in the office as needed for training, meetings, and events. This position requires the employee to be within commutable distance to the corporate office. Occasional domestic or international travel, including travel to Davos, Switzerland for training or collaboration, may be required. A valid passport is required for international travel.

Required education and experience

•   Associate degree in information technology, business, information systems, or a related field, or an equivalent combination of education and relevant experience.

•   At least two years of experience providing application support, help desk support, CRM support, or business systems support in a professional environment.

•   Experience documenting and troubleshooting user issues and working within a ticket-based support process.

•   Demonstrated ability to communicate technical information clearly to nontechnical users.

•   Working knowledge of user access concepts, data quality practices, and standard business application workflows.

Preferred education and experience

•   Hands-on experience supporting Salesforce users in Sales Cloud, Service Cloud, Experience Cloud, or a comparable Salesforce environment.

•   Salesforce Certified Associate or Salesforce Certified Administrator credential, or willingness to pursue an agreed certification after hire.

•   Experience with Salesforce reports and dashboards, permission sets, queues, record ownership, data imports, or sandbox testing.

•   Basic experience with Microsoft Power Apps, Power Automate, Dataverse, SharePoint lists, or comparable low-code platforms.

•   Experience supporting, testing, documenting, or maintaining business applications and low-code solutions.

•   Experience supporting event management, education, membership, nonprofit, or association-based business processes.

•   Experience collaborating with globally distributed support or development teams.

•   Familiarity with IT service management practices and tools.

Additional eligibility requirements

•   Authorization to work in the United States.

•   Ability to work a schedule that provides first-level coverage for North America users and accommodates occasional cross-time-zone meetings.

•   Ability to maintain confidentiality and comply with organizational security, privacy, application governance, and acceptable-use requirements.

AO North America, Inc. (AO NA) is the AO entity representing the North America region. As such, we adopt the mission of the AO which is promoting excellence in patient care and outcomes in trauma and musculoskeletal disorders by improving performance through education, optimizing clinical treatment pathways and guidelines, promoting innovation through research and development. Our purpose is to serve as a credible and validated resource for continuing professional development in North America, specifically for orthopedic trauma, spine, craniomaxillofacial, and veterinary surgeons. We provide solutions that facilitate and enable learning from and with each other. By doing so, we build a community that fosters the AO spirit of camaraderie and encourages the exchange of knowledge and expertise.

AO NA bases its purpose on a set of core values that represent who we are. We achieve this purpose with integrity and transparency, implementing best practices to remain relevant, effective, and efficient as an organization. These values are integrity, camaraderie, excellence, accountability, and lifelong learning.