Salesforce Support Analyst in Miami, FL at Lennar Homes

Date Posted: 3/19/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Miami, FL
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    3/19/2020

Job Description

Overview

Support implemented internet-based Customer Relationship Management (Salesforce) tool. Provide second line response for users requiring assistance with software issues and problems. Respond to requests for assistance by phone, email and/or using a help desk management system. Track issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units. Assist in determining business requirements, outlining best practices and corporate policies. Conduct WebEx- based training of new and existing users.



Responsibilities



Principal Duties and Responsibilities:

  • Research questions using available information resources and advise user on appropriate action. 
  • Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource.
  • Track and route problems and requests and document resolutions log all help desk interaction. 
  • Serve as liaison between CRM developers and users when troubleshooting complicated or pervasive issues.
  • Diagnose and resolve technical hardware and software issues. 
  • Follow standard help desk procedures and administer help desk software.
  • Responsible for working with division associates to review processes and procedures as necessary to align software with business needs.
  • Perform troubleshooting activities and recommend solutions or system enhancements to achieve efficiencies, and best practices and adherence to corporate policies.
  • Work on multiple phases of projects independently as well as coordinate activities with superiors and Division/Regional associates to resolve technical and/or business issues. 
  • Develop new training materials and provide training for new associates and retraining for current associates to improve system utilization.
  • Stay current with system information, changes and updates.
  • Participate in testing new application changes and new software releases.


Qualifications



Education and Experience Requirements:

  • 3+ years of Salesforce administration experience.
  • Bachelor’s degree or certification required. Salesforce Administration certification desired.
  • A working knowledge of CRM software and JD Edwards software preferred.
  • Prior Helpdesk or support experience especially working with ServiceNow.
  • Experience with IBM and Macintosh computers, Microsoft Windows and Apple Operating Systems, MS Office Suite (Intermediate advanced level - Word, Excel, PowerPoint, Access, Visio), internet applications, mobile applications and devices and network interface issues.)
  • Knowledge and experience with standard customer service principles and practices.


Physical Requirements:

This is primarily a sedentary office position which requires the Salesforce Support Analyst to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

 

Additional Requirements:

  • Arrive to Work on Time.
  • Follow directions from a supervisor.
  • Work independently of daily supervision.
  • Interact well with co-workers and associates at all company levels.
  • Accept constructive criticism. 
  • Work as part of a team.
  • Understand and follow documented work rules and department procedures.
  • Present training material either in person or via WebEx.

CB

#RedHen

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