Summary of Responsibilities:
Contributes to the productivity of Enterprise Engagement Platform (EEP) Salesforce users by researching, analyzing and resolving requests made through various channels, including inbound calls, emails, or chats. Provides users with superior support on all aspects of the EEP Salesforce platform or ecosystem, including Salesforce Customer Relationship Management (CRM), third-party applications (such as WalkMe or Rollio) and any other new Salesforce functionality. Acts as a liaison between the Salesforce user and the EEP development and training teams. Simulates or recreates user problems to resolve operating difficulties. Escalates issues to the proper team for resolution. Proactively remains fully educated on the current and new EEP Salesforce platform features. Works with minimal supervision and is responsible for making an established range of decisions. Escalates to management when necessary and updates management regularly.
ResponsibilitiesPosition Responsibilities:
Provides support for EEP end-users across all insurance and investment Business Units by telephone, email or chat. Offers real-time support or a prompt follow-up response to user for complete resolution of issues. Troubleshoots issues by utilizing problem analysis techniques. Gathers and documents all requests and resolutions in determined system. Thoroughly explains to users how the EEP features and capabilities simplify their daily work. Demonstrates EEP features and capabilities to users through WebEx sessions to resolve training issues. Monitors and tracks trends in training needs and communicates these items to our Training team for future development needs. Understands the EEP platform, built on Salesforce, its configuration, and functional capabilities, including regular deployment changes and potential system implications related to Salesforce’s regular release cadence. Understands how EEP Salesforce platform features and capabilities support business unit processes.Assists in the Salesforce Knowledge repository population by creating helpful content to supplement future training and support. Partners with the Talent Development team on knowledge creation and validation. Captures and supports users’ requests for future enhancements. Gathers high-level requirements to communicate user’s business needs. Provides personable, professional, courteous and timely support.Performs other duties as assigned by management. QualificationsSelection Criteria:
Proven knowledge of Salesforce CRM, Communities and/or Marketing Cloud or similar CRM experience. Proven superior customer service skills, demonstrated through strong listening skills, analyzing and solving problems. Must provide examples of strong customer service skills. Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations. Demonstrated excellent verbal and written communication skills to convey information clearly, focused and concisely. Proven experience coordinating multiple assignments simultaneously and completing assigned tasks accurately and on a timely basis. Demonstrated strong attention to detail with excellent organization skills. Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective solutions. Demonstrated experience effectively collaborating within a team. Demonstrated efficiency in navigating through multiple computer system applications.
Educational Requirements:
High school diploma/GED required. Bachelor’s degree or commensurate selection critieria experience preferred.Computer skills and knowledge of hardware & software required:
Salesforce CRM or other CRM platforms, Salesforce Communities and Marketing Cloud or similar CRM products.Working knowledge of Microsoft Office suite of products including Word, Excel, Outlook, and PowerPoint.Collaboration tools such as WebEx Teams and/or Slack.Internet Browsers such as IE and Chrome.Telephony platform (e.g., Genesys).Certifications & licenses (i.e. Series 6 & 63, CPA, etc.):
Salesforce Administrator Certification preferred.Position Demands:
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