Job Description

Salesforce Technical Support Specialist

Goal is to convert to full-time employee depending on performance. Position is able to be remote while on a temp assignment, however, if converted to an employee this will be a hybrid position. Must be located near one of our three sales offices.

Sales Offices:

• Framingham, MA
• Dallas, TX
• Maitland, Florida

Specific Duties and Responsibilities

• Technical support of Salesforce.com reports and dashboards
• Make recommendations to the users for corrective action as necessary to ensure success. Create solutions to address any issues.
• Communicate symptoms and impact of the issue clearly and effectively.
• May assist with testing system components before system enhancements or new program developments are implemented.
• Run ad-hoc queries out of Salesforce and develop presentable reports and dashboards.

Process Improvement and Analytics

• Support new technology initiatives as they are introduced to the organization
• Work on cross-functional teams to develop novel methods for analyzing and presenting data
• Gather operational requirements based on management direction and business demands
• Leverage systems knowledge and provide insight regarding impact to existing systems and processes
• Participate in pilot programs including installation, UAT and documentation
• Improve tools currently in place
• Come up with creative ideas for enhancements based on observations and feedback that will support making it “easy”
• Collaborate with business analysts and field operations to determine impact to any considered changes
• Execute tasks to support implementation of changes as required.

Reporting and Analysis Support

• Support established reporting and analysis through daily, weekly, and monthly reporting requirements.
• Identify the reporting needs and build self-service dashboards in CRMA
• Work with high dimensional and fast moving data to build continually learning systems and through your work have direct impact on revenue and bottom line
• Using strong analytics skills, business acumen and attention to quality to provide data and analysis to assist in solving complex business problems

Communication and Documentation

• Proactively communicate to management the successes, issues, status, etc. to be able to inform user community in a timely manner.
• Work closely with Business Units, Product Development, and Product Management teams to identify and answer important business and product questions. Communicate insights to executive leadership.

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