fusionSpan is hiring a
Support Analyst

Summary

The job description is for a Tier 1 Support Team Member at fusionSpan, a fast-growing IT services company. The role involves providing technical support for Salesforce Clouds, Fonteva, and the LMS to association members and staff, troubleshooting software issues, maintaining records, and collaborating with other team members.

Requirements

• Previous experience in customer support or technical support roles, ideally within a software environment
• Proficiency in Salesforce CRM management and administration, with the ability to configure and automate processes using out-of-the-box tools
• Strong communication skills and a customer-centric approach to problem-solving
• Familiarity with user management in Salesforce, including user access management and permission settings
• Ability to troubleshoot and resolve technical problems in Salesforce, escalating issues as needed to ensure timely resolution
• Salesforce Admin Certification or in progress to be completed by the start date

Responsibilities

• Respond promptly and courteously to customer inquiries via various channels, addressing queries related to Salesforce Clouds, Fonteva, and the LMS
• Diagnose and troubleshoot software-related issues reported by customers, providing effective solutions or escalating to higher tiers when necessary
• Guide customers through troubleshooting steps, ensuring clarity and understanding in implementing the solutions provided
• Maintain detailed records of customer interactions and solutions in our ticketing system
• Assist customers and staff with usage for Salesforce Clouds, Fonteva, and the LMS
• Ensure smooth operation of internal environments by providing support and maintenance for customized applications, user permissions, and security settings
• Manage user access and permissions, overseeing access grants and removals as required to maintain data security and integrity
• Utilize your expertise to identify, diagnose, and resolve technical problems within Salesforce, escalating and tracking issues appropriately to ensure swift resolution
• Collaborate with other team members and developers to address complex technical challenges and improve overall support efficiency
• Serve as the 'Superuser' expert for specific business units, offering support and guidance on system or application use to enhance operational efficiency
• Develop a deep understanding of multiple business processes across the organization, enabling you to provide tailored support and optimize the Salesforce system to meet evolving needs

Preferred Qualifications

Bachelor’s degree in computer science, information technology, or related field

Benefits

Remote work opportunity with potential for hybrid work