Salesforce Support Analyst/Administrator

at  Dialpad

WHO WE ARE

Dialpad is the world’s most advanced AI-powered communications, collaboration, and contact center platform, providing a customer- and cloud-first solution that enables employees to work smarter from anywhere on any device through one, seamless enterprise application.
Our founding team built, launched and ran the product that Google later acquired and branded Google Voice. After delivering Google Voice to tens of millions of consumer users, our founders set out to similarly innovate in the business communications space by founding Dialpad. Google Ventures (GV) entirely funded the company’s Series A and Rich Miner, co-founder of Android, joined our Board.
Since then, Dialpad has grown to over 1,000 employees worldwide and has had additional investment from Andreessen Horowitz (Marc Andreessen is on our board), ICONIQ Capital, Felicis, OMERS, Softbank, Amasia, Scale Ventures, Work-Bench, Section32 and other top VCs. We’ve recently completed a $170M private financing at a $2.2B valuation, bringing our total funding to $418M.
Dialpad has a 9-figure ARR and is the only AI-powered enterprise cloud communications & collaboration company with one enterprise application for contact center, video, text/team messaging, and unified comms (we call this “TrueCaaS"). Our customers span Enterprise, Mid-Market, and SMB. We’re growing fast and will likely move into the public markets in the near future.
We are hiring for a Salesforce.com Support Analyst/Admin(SSA) for our Salesforce CRM development Team that is responsible for the technology and services that support our Sales Representatives worldwide. Dialpad is looking for an adaptable, high performing, motivated and self-reliant individual who has direct experience in Salesforce.com application processes end to end including CPQ and other Sales support tools.
As a SSA at Dialpad - you’ll be part of a passionate team of Salesforce Engineers and Systems Analysts who are responsible for supporting the Salesforce CRM platform which integrates with financial and billing systems. They work closely with technology liaisons of various platforms to troubleshoot issues and engage on issue resolution. The SSA must be an excellent communicator and have the ability to handle a high volume of requests from customers with varying technical skills. They pay close attention to detail, are strong at problem solving and not afraid to chase down answers. They must be proficient at documenting new processes and understand the underlying business operations in order to support users administering Sales, CPQ and related systems,keeping our platform running at high scale, speed, accuracy and reliability. You will collaborate with the team to deliver valuable functionality to our internal customers within the framework of an agile environment.

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s degree or equivalent professional experience
• Salesforce Administrator Certification is a must
• Business Analyst background preferred
• Experience with back office operations and systems data flow
• 3+ years providing customer and internal support in a complex, integrated application environment
• 2- 3 years providing Salesforce support

DIVERSITY, EQUITY, AND INCLUSION (DEI) AT DIALPAD

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.
Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.
Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

• Resolve assigned cases following documented incident management life cycles processes
• Perform system/data security related to profiles, groups, sharing rules and permission sets
• Point and click configuration to optimize page layouts, flows, profiles, users, fields, objects
• Meet individual and team goals and service levels
• Move data changes through a standardized migration life cycle following industry best practices
• Perform analysis in the identification and resolution of integrated data - Data Integrity
• Work with other teams in the resolution of issues that span multiple applications and/or platforms
• Complete multiple service cases a day and coordinate with Support lead for prioritization of tasks in agile/kanban model
• Provide production support as part of the Salesforce Agile Sprint deployment team
• Document and maintain procedures resolving the recurring incidents.
• Perform daily, weekly and monthly data maintenance processes - Refresh cycle
• Provide a superior customer experience in all interactions with internal and external customers