Salesforce.com Support Analyst Job in Houston 77001, Texas Us
I. Job Summary
The Salesforce.com Support Analyst is responsible for supporting the day-to-day operations of a complex Salesforce.com implementation used by the company's sales representatives. Daily activities will also include resolving technical and functional support issues, driving new opportunities for functionality, managing data loads and data quality and training other Support personnel and end-users on new features and functionality.
II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
- Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution. Support requests will include technical as well as business process issues and questions.
- Responsible for data management and administration of Salesforce.com processes. Manage processes and tools that will maintain data integrity and accuracy of Salesforce.com data. Areas of focus include managing duplicate data, data aging, accuracy, and ensuring completeness of active data in the system.
- Assist with report design and development to provide sales performance analysis and insights to sales management, sales reps and other departments.
- Maintain systems process documentation.
- Deliver systems and process reinforcement training to new hires and manage on-going SFDC usability and efficiency training as needed.
III. Supervisory Responsibilities
This job has no supervisory duties, but may occasionally act as a team lead
IV.The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor's Degree or equivalent experience in Information Technology or Business Administration or similar area of study, with three or more years of previous experience.
Preferred: Bachelor's Degree or equivalent experience in Information Technology or Business Administration or similar area of study, with at least three years experience in Web Application (specifically Salesforce.com) or Sales Operations Support.
B. Certificates, Licenses, Registrations or Other Requirements
None required.
C. Other Knowledge, Skills or Abilities Required
- Excellent understanding of standard business practices related to sales processes and systems (sales cycle, CRM applications, reporting, forecasting, territory management and sales quotas) and the ability to translate business requirements into application functionality.
- Three+ year's progressive experience in business operations or support capacity with proven ability to support customers with diverse requirements.
- Salesforce.com administration or power user experience.
- Proficiency in the Microsoft Office suite of products with extensive Microsoft Excel experience.
- Demonstrated technical aptitude for and experience supporting client server and/or web-based applications.
- Excellent project management skills with ability to juggle multiple project/tasks across various user groups.
- Strong team player with service-oriented attitude and customer focus.
- Excellent written and verbal communication; comfortable with facilitating and leading end-user training.
- Ability to work with and protect confidential information.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
Normal setting for this job is: office setting
