Salesforce Support Analyst - Account Development

Hours: M-F, 8am-5pm 

SUMMARY

Daily Salesforce user support with password management, access issues and mass update requests. Works on Salesforce projects and tasks in support of ongoing Salesforce improvements and implementations.

ESSENTIAL RESPONSIBILITIES

•Review Salesforce process and provide improvement feedback

•Works with other departments to document Salesforce needs

•General application of concepts and principles for Salesforce application

•Handles the investigation, evaluation, and/or resolution of Salesforce issues

•Respond to all Salesforce users concerning complaints and problems timely

•Communicate effectively with all necessary parties

•Assists in preparation, coordination, and documentation of relevant Salesforce processes

•Reviews documents for accuracy and completeness, gathering missing documentation as needed

•Maintains confidentiality

•Training users as needed

REQUIRED SKILLS

·Strong oral and written communication skills

·Must be able to prioritize and meet deadlines

·Strong organizational skills

·Ability to maintain confidentiality while conducting work

·Negotiation, conflict resolution and mediation skills

·Ability to speak effectively

·Handle escalated calls/issues regarding for resolution

EDUCATION and/or EXPERIENCE

Minimum Education: High school diploma or general education degree (GED), required; Associate's degree (A.A.) or equivalent from two-year college or technical school, preferred.

Minimum Experience: Minimum one year related experience and/or training; or equivalent combination of education and experience. Education and experience should include Salesforce knowledge as well as the required skill set listed above.

ESSENTIAL DEPARTMENT SPECIFIC DUTIES and/or SKILLS

·Have knowledge of company departments business processes

·Have skills to develop business process documentation

·Collaborate with business process owners to optimize automation

·Reassign accounts, contacts and opportunities as user profiles change or are modified

·Manage data quality

·Develop reports and dashboards to support user needs

·Provide training and development for users

·Achieve certifications in applications managed

·Perform troubleshooting in applications

·Other duties as assigned