Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job Title: Salesforce Support AnalystDepartment & Team: IT- GTCReports to: Santhosh Nandalan Summary:Genesys is looking for a Salesforce support technical resource experienced in supporting Sales and Service modules. This is a very fast paced and highly collaborative environment with many moving pieces. We are looking for a talented Analyst with 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 to maintain awareness of new application deployments.Job DescriptionGenesys is looking for a Salesforce support technical resource experienced in supporting Sales and Service modules. This is a very fast paced and highly collaborative environment with many moving pieces. We are looking for a talented Analyst with 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 to maintain awareness of new application deployments.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 applicationsResolve end user problems by clarifying issues; researching and exploring answers and alternative solutions; Identify Root causes and implementing solutions; escalating unresolved problemsPerform monitoring of data and system rules to ensure data integrityIdentify ticket trends and work towards reducing recurrencesIdentify opportunities to simplify, optimize, and automate business processes Requirements: Bachelor’s DegreeMinimum of 3 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 skillsAbout Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.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.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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