Job Description

Who we are

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We are William Reed.


We are a global media group delivering exceptional content through events, digital, data & insight.


From agribusiness, ingredients and food processing, to retail, hospitality & fine dining - we provide the inspiration, insight and connections to power our customers' success.


We have offices in Gatwick, Brighton and London, UK; Montpellier, France; Singapore and Chicago, US. In line with the Company's current Agile Working Policy, the successful candidate would be eligible to work part of the week from our

Gatwick

and London or Brighton offices (if suitable) and to work remotely for the rest of the week.

Position:

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Position:

Full time - permanent

Location:

Gatwick / London / Brighton / Hybrid


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:

Supporting and maintaining our Salesforce, DocuSign and Conga environments Investigating and resolving support tickets logged by all users of the system Troubleshooting issues related to access permissions, flows, and third-party integrations (e.g. DocuSign) Escalating tickets to our Salesforce Admins, Support Partner or Salesforce directly and working with them through to resolution Creating and managing user accounts, profiles, permissions and roles within the Salesforce platform. This includes controlling access to data and functions based on user roles and responsibilities Maintaining the product catalogue and associated rate cards under guidance from the Salesforce Administrators Helping test changed implemented by the Salesforce Administrators (e.g. new objects, fields and page layout changes) Helping to test new versions, patch releases and code changes Creating release notes for fixes or improvements to the platform Playing a key part in our ongoing vision to improve and adapt Salesforce for our user base Building and maintaining strong relationships with key departments and team members, particularly in Sales and Operations Supporting the rollout of new features with our Salesforce Commercial Business Partner Participating in the change management process for Salesforce, DocuSign and Conga Creating and enhancing the technical documentation for each system Assisting with the creation and troubleshooting of Salesforce reports Travelling to assist with support issues and projects in our other offices if the need arises

Requirements:

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What you'll need:

Proven 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 Excellent written and verbal communication skills, with the ability to interact with all levels of the business, including senior stakeholders Fantastic organisational and prioritisation skills with the ability to work independently and as part of a team Strong attention to detail Self-motivated and hardworking with a proactive and flexible approach in identifying and addressing challenges, ensuring a smooth and efficient operation A passion for exploration and learning of new tools and technologies Prior experience with Salesforce or Power BI or similar would be beneficial, but not necessary Willingness to travel to our other UK and global offices as projects require

Other information:

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Company Benefits and Initiatives 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, Virtual GP service and Access to health & wellbeing resources and tools. 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.