Salesforce Support Analyst (Tier 1 / Application Support)
Crescens Inc.Denver, CO
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Overview
Remote
On-site
Job Description
Job Title: Salesforce Support Analyst (Tier 1 / Application Support) Location: Denver, CO (Onsite) Duration: 12+ Months Note: Candidate must be local. Key Responsibilities:
- Provides Salesforce and Salesforce third-party application support to to internal and external users on CHATS technology issues and identifies, researches, and resolves technical problems.
- Follows up with internal and external users, by email, phone, or webinar to gather more information to identify and solve technical problems related to the CHATS Salesforce application.
- Documents, tracks, and monitors technical issues to ensure a timely resolution.
- Submits and tracks user-reported issues in the incident management system(s)
- Ensure the incident is assigned the correct priority, category, and impact
- Validates user-reported bugs and system issues and identifies the root cause
- Identify when issues are beyond the scope of basic support/Tier 1 and escalate and assign the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed.
- Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution.
- Communicates with end users to inform them of known system issues and issue resolution
- Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
- Assists with maintaining status on work items as things move through the bug/issue life cycle.
- Documents issues and issue resolution to be used to update programmatic Frequently Asked Questions (FAQ) and user guides.
- Updates internal and external users on the status of their incident/bug requests.
- Adhere to and inform the standard process for issue identification and resolution
- Communicates to end users changes in the system, points of clarification, overall technical assistance, and updates to current processes based on issues reported and issues resolved
- Participates in testing and validation activities.
- Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite
- Excellent analytical and troubleshooting skills
- Ability to work both independently and as part of a team
- Excellent verbal and written communication skills
- Accurate, thorough, and detail-oriented
- Efficient with time-sensitive projects
- Preferred: Three years experience with using Salesforce Customer Resource Management (CRM) and Jira
- Preferred: Functional understanding of the CH ATS application
- Preferred: Current Salesforce Administrator Certification in progress
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FAQs About Salesforce Support Analyst (Tier 1 / Application Support) Jobs at Crescens Inc.
What is the work location for this position at Crescens Inc.?
This job at Crescens Inc. is located in Denver, CO, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Crescens Inc.?
Employer has not shared pay details for this role.
What employment applies to this position at Crescens Inc.?
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What is the process to apply for this position at Crescens Inc.?
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