Tier 2 Salesforce Administrator (Hybrid/ Day Shift)

About Shore360

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Role Purpose

We are seeking an experienced Tier 2 Salesforce Administrator to provide day-to-day technical and functional support across our business.

This is a hands-on support role requiring strong Salesforce administration and troubleshooting capabilities, excellent problem-solving skills, and the confidence to work independently with users across multiple countries and time zones.

The successful candidate will take ownership of support requests, investigate issues, identify appropriate solutions, and communicate technical information clearly to both technical and non-technical stakeholders.

Key Responsibilities and Tier 2 Capabilities

The successful candidate should be able to independently:

• Manage incoming support tickets and enquiries, including triaging, prioritising, investigating, and resolving issues based on urgency and business impact.
• Navigate Salesforce to locate customer and account information, review records and case histories, update information, and manage support cases.
• Troubleshoot user access and permission issues and review or update standard Salesforce configurations.
• Investigate Salesforce Flow failures, automation errors, and other functional issues.
• Analyse data and perform controlled bulk updates while maintaining data accuracy.
• Create and maintain meaningful operational reports and dashboards for business monitoring and decision-making.
• Translate business issues into clear Salesforce requirements and distinguish between training, data, configuration, and development-related concerns.
• Replicate reported issues, identify possible solutions or workarounds, and test fixes to confirm that underlying issues have been resolved.
• Explain technical issues, recommended solutions, and next steps clearly to non-technical users.
• Escalate complex or high-impact issues to the appropriate teams and ensure proper follow-through until resolution.
• Participate in Sandbox testing, User Acceptance Testing (UAT), and release validation.
• Maintain knowledge articles and standard operating procedures (SOPs) to support consistent processes and knowledge sharing.

Experience and Qualifications

• At least five years of experience in Tier 2 Salesforce support or Salesforce administration.
• Hands-on experience with Salesforce reports, dashboards, Flows, validation rules, user permissions, and data management.
• Experience working in a ticket-based helpdesk or technical support environment.
• Practical experience investigating and resolving Salesforce-related issues and managing user support requests.
• Experience with Sandbox testing, UAT, and release management processes is desirable.
• Strong Microsoft Office 365 and Excel skills.

Personal Attributes and Key Requirements

• Strong Communication Skills: Clear, concise, and professional verbal and written English. Able to understand questions, provide relevant answers, and explain information logically without excessive prompting.
• Confidence and Autonomy: Comfortable thinking critically, taking initiative, investigating issues, and making decisions within their scope of responsibility without relying on step-by-step instructions.
• Customer-Focused: Responsive and solutions-oriented, with experience handling inquiries, troubleshooting concerns, prioritising requests, and providing timely and accurate updates.
• Problem-Solving: Able to investigate issues, gather relevant information across systems, evaluate possible solutions, and clearly explain their recommendations.
• Organisation and Accountability: Strong attention to detail, effective prioritisation, and ownership of support requests from initial investigation through to resolution.
• Collaborative: Comfortable working with an Australian-based team and supporting stakeholders across different countries and time zones.

Shore Xtra Perks

• Day 1 HMO Coverage
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Social Passion Clubs – Photography, Dance, Fitness, Book, and Music Clubs
• Engaging Monthly Events – Enjoy regular team activities, celebrations, prizes, and rewards
• Referral Incentives – Get rewarded for bringing top talent to the team
• Statutory Benefits – Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
• Employee Referral Incentives (Silver)

Work Setup

• Hybrid arrangement
• Monday to Friday
• 7:00 AM – 4:00 PM

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