CRM Jobs - Salesforce Application Support Specialist, 13940

at Crawford Thomas Recruiting
Location Atlanta, GA
Date Posted March 10, 2018
Category Default
Job Type Full-time


Job Description:

The primary responsibilities of this position include identifying and triaging end user-reported issues within system, developing and testing solutions in a staging environment, providing support during User Acceptance Testing, and deploying changes to production systems.

Duties & Relationships:
Customer Service
• Review and triage incoming Help Desk tickets with a sense of urgency
• Communicate to customers clearly by avoiding IT jargon and using an easy to understand vernacular
• Provide regular updates to customers until their ticket is resolved to their satisfaction
• Advise customers on best practices and how to leverage existing tools and functionality
• Recognize training errors and provide guidance and recommendations to prevent repeat occurrences

Customer Relationship Management Applications:
• Be the main point of contact for all application support issues; handles updates and resolves problems/failures
• Responsible for implementing Salesforce technologies to improve customer services and reduce costs
• Collaborates with IT team in determining which Salesforce features and functionality should be applied to a given situation
• Collaborates with IT team in the automation of business processes through Salesforce technologies
• Collaborates with IT team with integrating Salesforce and other systems, under the guidance of the IT Implementation

• This is considered a career level professional position. It requires a bachelor’s degree or equivalent education, and a minimum of five years progressive and relevant experience. An advanced degree may be substituted for work experience
• Minimum of two years analyzing, debugging, and correcting user-reported problems within software applications in a Help Desk environment
• Minimum of two years of recent experience configuring and managing Salesforce CRM
• Working knowledge of SQL, including SOQL, SOSL, HTML, XML, and MS Visual Studio
• Extensive knowledge in both conceptual understanding and professional experience to work on complex assignments with minimal supervision
• Salesforce administrator (ADM 201) certification preferred
• Familiarity with membership based associations is a plus yet not required
• Experience with Content Management System a plus yet not required