Person, Collage, Advertisement, Poster, Sunglasses, Accessories, Accessory, Flyer, Paper

Salesforce Support Analyst, Level 2 - Remote, USA

  • Alabama, United States
  • Alaska, United States
  • Arizona, United States
  • Arkansas, United States
  • Virtual, Arkansas, United States
  • California, United States
  • Colorado, United States
  • Connecticut, United States
  • Delaware, United States
  • Washington, D.C., District of Columbia, United States
  • Florida, United States
  • Georgia, United States
  • Idaho, Georgia, United States
  • Hawaii, United States
  • Illinois, United States
  • Indiana, United States
  • Iowa, United States
  • Kansas, United States
  • Kentucky, United States
  • Louisiana, United States
  • Maine, United States
  • Maryland, United States
  • Massachusetts, United States
  • Michigan, United States
  • Minnesota, United States
  • Missouri, United States
  • Montana, United States
  • Nebraska, United States
  • Nevada, United States
  • New Hampshire, United States
  • New Jersey, United States
  • New Mexico, United States
  • New York, United States
  • North Carolina, United States
  • North Dakota, United States
  • Ohio, United States
  • Oklahoma, United States
  • Oregon, United States
  • Pennsylvania, United States
  • Rhode Island, United States
  • South Carolina, United States
  • South Dakota, United States
  • Tennessee, United States
  • Texas, United States
  • Utah, United States
  • Vermont, United States
  • Virginia, United States
  • Washington, United States
  • West Virginia, United States
  • Wisconsin, United States
  • Wyoming, United States
  • Flight Centre Travel Group
  • Full time

Salesforce Support Analyst, Level 2

To investigate resolve level 2 support cases within a business SLA whilst supporting and training users of the Salesforce platform. To also actively analyse and support the deployment & development of the platform


Platform Support

  • Resolve level 2 support cases for FCTG corporate users in all markets
  • Fulfil and resolve user support requests within a global case SLA
  • Manage global case queues to ensure adequate support coverage and handling of support cases
  • Where necessary escalate cases to Levels 3 salesforce administrators and the global project/tech teams.
  • Maintain and understanding new & existing global features, processes & automation to better support front end users
  • Provide Reporting & Dashboards as per business requirements
  • Support and maintain 3rd party integrations with tools such as Eloqua, Conga, DocuSign, Clicktools & Demand Tools, Outreach, Zoom Info and PowerBI etc as required

User Training

  • Manage and deliver training to users across the region
  • Work with the regional enablement and product owner teams to develop training content and processes for all users
  • Support and deliver training to users in all areas of the business on a regular basis through various mediums, including face to face and remote

Platform Development

  • To configure and develop the platform in line with support requirements, within the existing governance framework
  • Support in development and deployment of new business processes and platform features by working with the global project/technical teams
  • Continually analyse and identify areas for process improvement in the business
  • Work with the regional enablement and product owner teams to help identify and prioritise areas of improvement in the platform.
  • Facilitate level 2 change requests to existing functionality such as custom fields, custom objects, page layouts, record types, user roles/profiles, workflow/processes and flows etc.

Personal Development

  • Maintain Salesforce product knowledge, as well as relevant third-party applications being supported
  • Create and maintain personal salesforce trailhead and certification plans
  • Work with your leadership teams to develop brightness of future plans


  • Ensuring level 2 support cases are resolved within (SLA) Service Level Agreement
  • Create, maintain, and deliver end user training sessions across the globe through various mediums
  • Work with members of the Brisbane Lighthouse team to ensure the best solution is sought and implemented for any existing or future builds
  • Ensure design meets user and business needs
  • Build requirements where configuration is required
  • Work on R&D prototyping around larger infrastructure solutions within Salesforce
  • Proactive maintenance of existing Lighthouse processes
  • Communicating, building and maintaining strong relationships with stakeholders across all parts of the business
  • With your leadership, develop a plan for continuous personal development

Benefits Include:

  • Generous remuneration structure
  • Travel perks/discounts.
  • Health & Wellness Programs and Employee Financial Wellness Services
  • Generous paid-time off policy 
  • National/International Award Nights and Conferences
  • Diversity & Inclusion initiatives
  • Benefits including vision, medical, and dental
  • Employee Assistance Program
  • 401k program with partial match
  • Employee Share Plan
  • Global career opportunities in a network of brands and businesses
  • Ongoing training and professional development
  • Fun and flexible work environment
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
    • Employee giving program
    • Annual Charity Trip
    • Office Environmental Program
    • 1 Volunteer Day per Calendar Year

Location – Remote, USA

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.

INTERNAL POSTINGS ONLY - ** Please advise your leader prior to applying **

Travel is booming once again,  and our roles are being filled quicker than a nonstop from London to New York.  We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact if you need any assistance

Apply Now

Not You?

Thank you and hold tight, you will now be directed to our Apply Portal to complete your application


Recommended Jobs

Compleat Developer (LVL II) - Remote, USA

513111 Virtual Arkansas United States Virtual, Arkansas, United States FCM Corporate & Group Travel
The Concur Compleat Developer position will be responsible for development, maintenance, and support of code inside Compleat including the various connections to external data stores. This individual must maintain effective customer (Internal) rel...

FCM UK Outbound SDR

513100 City of London Greater London United Kingdom City of London, Greater London, United Kingdom FCM Business Development
This role is a crucial part of the FCM Sales Team responsible for being the first port of call to introduce FCM to potential customers and setting up meetings to start the sales process within our target sectors. The successful applicant will be t...


513095 Western Australia WA Australia Western Australia, WA, Australia Flight Centre Leisure Travel & Retail
A great Brightness of Future is one of the number one reasons that people choose to work at Flight Centre. Is it time for you to take the next step in your career? Then look no further this is the role for you.

Not right for you?

Sign up to job alerts!

Not You?

Thank you