24 Nov
Salesforce Support Analyst
Vacancy expired!
This role is primarily focused on supporting Salesforce as a CRM platform solution for UWM's user base and Salesforce Community. The selected candidate will be responsible for fielding support requests daily while providing end-to-end customer support and documentation.WHAT YOU WILL BE DOING
- Troubleshoot issues with Salesforce
- Resolving issues received via Salesforce or email
- Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
- Effectively communicate with all levels of internal/external clients
- Sense of urgency must be demonstrated at all times
- Logging all client interactions in a ticket tracking system
- Escalate issues that cannot be resolved at a first level while remaining the point person until the resolution of the issue
- Suggest new processes that will help streamline persistent issues that arise
- Continue learning new technologies and mortgage processes
- Document reoccurring processes
- Effectively communicating back to clients and to appropriate internal teams
- Document and maintain standard operating instructions and installation procedures
- Client Coordination point for IT initiatives
- Focus on proactive and informative communication
- Perform routine daily tasks as defined by Team Leader
- High School Diploma
- 1-3 Years in client service role
- A proven ability to troubleshoot issues, triage, and escalate when appropriate
- Experience with Customer Relationship Management (CRM) applications
- Familiarity with cloud-based technology
- Familiarity with call center practices and procedures
- Strong problem-solving and decision-making skills
- Ability to work effectively and with minimal direct supervision
- Detail-oriented
- Outstanding client service skills
- Quality-conscious
- Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused
- Mortgage and/or Financial Services industry experience
- Experience with Salesforce, either as an Administrator or an end user
- Paid Time Off (PTO) after just 30 days
- Additional parental and maternity leave benefits after 12 months
- Adoption reimbursement program
- Paid volunteer hours
- Paid training and career development
- Medical, dental , vision and life insurance
- 401k with employer match
- Mortgage discount and area business discounts
- Free membership to our l arge, state-of-the-art fitness center , including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
- Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon
- Gourmet cafeteria featuring homemade breakfast and lunch
- Convenience store featuring healthy grab-and-go snacks
- In-house Starbucks and Great Lakes Coffee Roasting Company
- I ndoor/outdoor caf with Wi-Fi
Vacancy expired!