Salesforce User Support Agent

The Global Products CRM (GPCRM) Business Support Agent Supports all internal users of the GPCRM Salesforce Org by providing clear answers to questions and requests, asking the correct troubleshooting questions to quickly identify solutions for presented problems. You will mainly work on questions and requests that are related to the Salesforce Sales & Service Cloud, Community Portals, and the Marketing automation tool Pardot. You will be collaborating with various Stakeholders across all business functions including other salesforce experts to analyze the questions and requests and when required escalate incidents into a ticket system.

System Support and Maintenance

• Provides support to customers via salesforce cases but also via phone, teams, and chat.
• Provides answers to user for questions about all functions in GPCRM.
• Provides general how-to guidance and user information of GPCRM.
• Provides troubleshooting assistance of errors or issues with GPCRM; including identifying the issues, researching answers, and escalation to the IT Organization when required.
• Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs.
• Responds to users in a timely and efficient manner within designated service level agreements.
• Participate in User Acceptance Testing.
• Assists in identifying areas of improvement based on user questions and reported issues.

Competencies

• High energy, self- starter, good interpersonal skills
• Strong presentation and communication skills with all levels of the organization, both verbal and written
• Analytical and problem-solving skills, an ability to conform to shifting priorities, and to balance multiple projects and tasks concurrently is necessary.
• Good with Office 365 application (Teams, Power BI, PowerPoint, Visio and Excel)

Education and Experience Needed

• Bachelor's degree completed
• Salesforce experience and preferred Business Support experience either as a Key-user or Business Support Agent
• Fluent in English
• Minimum 1 to 2 year experience