Senior Support Analyst

The Role 

Our Senior Support Analyst focuses on the delivery and support of quality solutions for our customers using the Force.com platform. This role on our Professional Services & Support team is responsible for technical support for our solutions and is a first line of response for client services. In this role you would

• Respond to inbound support requests from our clients 
• Engage with clients to gather comprehensive details about their support cases, asking targeted questions to accurately identify the nature of the issue 
• Diligently document and communicate support cases internally, escalating to higher levels of support if necessary 
• Collaborate with internal teams to find resolutions to case issues and questions 
• Cultivate a deep knowledge of the Force.com platform and leverage that expertise to implement technical support solutions
• Take on a mentoring role for other Support Analysts, providing guidance and support when needed.
• Take initiative to proactively learn and adapt to new features, taking ownership of the learning process.
• Prioritize creating a seamless experience and improving efficiency for our clients during the support process 

Knowledge, Skills, and Abilities 

• Salesforce.com or Force.com experience is required
• Strong technical problem-solving skills and an enthusiasm for solving technical and configuration problems using the latest cloud-based technology 
• Excellent customer service skills and a highly professional attitude 
• Ability to be a self-starter, working independently and as part of a team 
• Ability to effectively communicate technical information to non-technical users
• Strong attention to detail and ability to follow processes and procedures
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Familiarity with CRM systems and ticketing tools (preferred but not required)

Qualifications (Education and Certifications) 

• Salesforce Certification required (Salesforce Admin or Salesforce App Builder)
• Bachelor's degree or minimum of 3 years of experience in technical support or a related role
• Experience in troubleshooting software or applications 
• Familiarity with working in a SaaS environment is preferred 

Milestones for the First Six Months 

In one month, you'll:

• Complete the Support Analyst PS Boot Camp Support training 
• Familiarize yourself with the systems and processes in place 

In three months, you'll:

• Shadow experienced support analysts to gain practical experience and insights 
• Attend all scheduled team meetings to stay informed and contribute to discussions 
• Take ownership of assigned cases and work toward their resolution 

In six months, you'll:

• Independently take ownership of assigned cases and proactively work toward their resolution 
• Conduct in-depth research using additional resources to tackle more complex cases 
• Serve as a source of support and guidance for other team members 
• Take accountability for and successfully resolve cases that involve greater complexity. 

Disclaimers

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.