Technical Support Analyst

at  fusionSpan

fusionSpan is a dynamic, fast-paced organization. We are a team of highly committed individuals who are inspired by the role technology plays in society. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members. We are currently seeking skilled Tier 1 Technical Support Analysts to join our dynamic team.
As a Tier 1 Technical Support Analyst Team Member, you will play a pivotal role in providing technical assistance and customer support for Salesforce Clouds, Fonteva, and our Learning Management System (LMS). Your responsibilities encompass supporting association members and staff by ensuring the efficient resolution of software-related issues and delivering top-notch customer service. This multifaceted role demands a blend of technical expertise, customer service skills, and a commitment to optimizing our software solutions.

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, ensuring effective resolution of customer inquiries and technical issues.
• 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.
• Bachelor’s degree in computer science, information technology, or related field preferred but not required.

• 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.