Salesforce Support Analyst
FireEye, Inc.
Cork, CO, Ireland
6d ago
Job Description

The SalesForce Technical Support Analyst is an IT professional in the Business Applications Team.   In this role, you will be a versatile resource who has a passion for technology, strong communication skills, enjoys solving business problems and interacting directly with business users.

Responsibilities:

  • Ownership and management of Salesforce Production Support Queue (production support)
  • Troubleshooting customer issues with customers directly either via email or on the phone
  • Resolution of support requests in areas such as: user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards
  • Development of knowledge articles and end-user training guides for new feature releases
  • Maintain service level agreements and high customer satisfaction scores
  • Reach out to vendor support if necessary
  • Provide training on new functionality/ features deployed
  • Work closely with the Development team for root cause analysis and correction
  • Assist in User Acceptance testing for Incidents & Enhancements
  • Support the release management processes

 

Requirements:

  • Self-motivated, ability to prioritize workload and assist where needed without direction
  • High level of attention to detail, excellent organizational skills, ability to multi-task
  • Analytical problem solver
  • Experience with data management tools such as DataLoader
  • Strong understanding of incident management, change management and release management processes
  • Experienced in the migration of configuration and data via change sets or other migration tools
  • Strong written and verbal communication skills (English) 

Additional Qualifications:

  • Minimum 3 year experience working with an enterprise Salesforce deployment
  • Certified Salesforce Administrator

Qualifications

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Additional Information

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