Salesforce Support Specialist

What you'll do

The Salesforce Operations Support Associate is responsible for supporting and interacting with all internal users of our systems. The Salesforce Operations Support Associate will work closely with members of the Salesforce support team in responding to cases and escalations from users, ensuring user satisfaction in the entire end-to-end process of support. You'll also be responsible for determining and solving internal operational deficiencies within our Salesforce support team processes by implementing SFDC configuration changes following a defined SDLC cycle. Communication and documentation is key in succeeding in this role, as it is an internal facing position that interacts with people at all levels and across all functions on behalf of the Salesforce Support team.

• Responsible for actively managing the internal support queue as requests come in throughout the day from users
• Communicating thorough responses which convey appropriate user-directing solutions via our Salesforce application
• Ability to manage user satisfaction via detailed and accurate instructions
• Building out an internally facing knowledge base to help automate support processes and ensure correct attribution of client cases to the given solutions
• Proactively engage users to determine the best way to accomplish what they are looking for, and give detailed proposals to the team
• Daily Salesforce administration, such as record creation and data entry
• Regular data quality Q/A and clean-up within Salesforce and other systems as necessary
• Work with your team to determine the best solutions to create operational efficiencies across the Support Team
• Build and configure features and customization within Salesforce to meet the Support Team needs
• Keep up to date with new SFDC features and releases in order to use all tools at our disposal and optimize builds
• Special projects as identified by management

Who you are

• 2+ years of SFDC Administrator experience, preferably in online media
• Bachelor's degree from an accredited institution or equivalent work experience
• SFDC Administrator Certification
• Proficiency in MS Excel and Word & experience working in a Salesforce system
• Experience working with Salesforce ETL applications such as DataLoader, DemandTools, Jitterbit
• Organized with rigorous attention to detail, drive for excellence, and a positive "can-do" approach
• Ability to adapt to and embrace change
• Very strong interpersonal, communication and presentation skills
• Comfortable working in an agile environment with a team of administrators
• Outstanding written and verbal communication skills, capable of conveying issues clearly, making points concisely and ensuring successful overall communication channels
• Strong analytical and problem-solving skills with the ability to work independently and collaboratively
• Ability to set goals, meet/exceed deadlines, and successfully manage multiple assignments concurrently
• Ability to clearly and effectively communicate with users and all levels of management across different functions
• Highly motivated team self-starter and team player