It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.Job DescriptionJob Title: Senior Support Analyst Department & Team: IT - Go To Market Applications Summary:Genesys is looking for an experienced Salesforce support technical resource experienced in supporting Sales and Service modules. This is a fast paced and highly collaborative environment with many moving pieces. We are looking for a talented Analyst with exceptional skills in customer support who wants to make a difference in the solution. This role will be part of a team working to provide application support and maintenance to CRM users and interface with application development teams to maintain awareness of new application deployments. Key Responsibilities:Provide support to Salesforce CRM users worldwide while working closely with development teams to maintain the operational integrity of production systemsConfigure and administer CRM (Salesforce) and integrated applicationsUpkeep maintenance and customization of users, roles, profiles, groups, accounts, contacts, record types, sharing rules, custom objects, pick lists and page layout customization to support vital business functionsPerform monitoring of data and system rules to ensure data integrityResolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; Identify Root causes and implement solutions; escalating unresolved problemsIdentify ticket trends and work towards reducing recurrencesIdentify opportunities to simplify, optimize, and automate business processes Requirements:Bachelor’s Degree with a minimum of 5 years of Salesforce administration, system support, and/or system administrationStrong broad-based understanding of Salesforce CRM applications and its modules (Sales Cloud, Service Cloud, CPQ)Proven ability to manage users, data, and securityProven troubleshooting skills including the ability to analyse and resolve difficult problems quickly with keen attention to detailAbility to write complex SOQL queries and perform data uploadsAbility to debug Apex Triggers/Workflow/Flows Detail-oriented with excellent verbal and written communication skillsShould be able to engage cross-functional teams to resolve the issues related to Service/Sales Cloud in SalesforceStrong customer service and relationship building skills with a team-player attitudeAbility to work independently with minimum direction About Us:Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog. Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.Covid-19:Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures continue to be updated. Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
View Original Job Posting