Senior Support Analyst (R)

Job Summary

We are looking for a Senior Support Analyst to join our world-class support team. The Support team’s primary focus is to help associations and membership organizations engage their customers by leveraging the membership and event management product suite. All of which is built on top of the world's #1 CRM - Salesforce.

If you're passionate about providing great customer experiences, aren't afraid to roll up your sleeves, and can reason through highly complex issues, this might be the job for you!

A day in the life

• Provide direct case support to our customers' administrators, which may include Salesforce admins, program specialists, accountants, and other stakeholders
• Act as a partner in our customers' success by having high-level reviews of issues and providing guidance and best practices
• Partner with teams across the company to deliver a great customer experience and solutions
• Types of requests that will be managed: product and Salesforce questions, best practices guidance, upgrade assistance, configuration issues, data issues, bugs, and feature request

Requirements

• Exceptional problem-solving and root cause analysis skills
• 3+ years of Salesforce experience as an advanced user or administrator
• A certified Salesforce Administrator or the aptitude to be certified within 30 days
• Ability to thrive in a fast-paced environment and sees team success as personal success
• Excellent verbal and written communication skills with the ability to communicate technically complex concepts to non-technical audiences
• Ability to understand customer requests or use cases and translate them into product configurations and requirements
• Ability to document customer requests and problems over the phone, provide initial diagnosis, and take own list views, and page layouts, and using automation tools like Process Builder and workflow rules. Salesforce Experience Cloud experience is a of the end-to-end resolution
• Experience with Salesforce administrative tasks such as managing data security with profiles, building reports, list views, and page layouts, and using automation tools like Process Builder and workflow rules.

Preferred

• Certified Salesforce Administrators
• Salesforce Experience Cloud experience is a plus
• Understanding how accounting works as it relates to books, transactions, and experience with payment software like Stripe is preferred.
• Experience with MS Suite, Atlassian Jira, GitHub, CSS, Data loader

Employee Referral Bonus

This position is eligible for a $1,000 employee referral

Access Referral Form Here

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

*US Remote: $83,000 - $93,000 USD per year+ Bonus *