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Salesforce Admin Support Analyst, Tier 2

70,000 – 85,000 yearly

Westminster, Colorado, United States

Last Updated: 28/1/23

Job Description

About Us

First impressions matter. TaskRay is on a mission to ensure businesses get off to a great start with a flawless customer experience once the opportunity is marked Closed Won. TaskRay is the leader in post-sale work management in the Salesforce ecosystem. We help companies make the transition from sales to customer success frictionless, driving greater efficiencies and creating unmatched customer experiences – all within Salesforce.

Culture is important to us. You must value the following as much as we do:

Connection. Cultivate authentic connections with customers, partners, and each other. We believe in a customer-first mindset across everything we do, continuously learning and focusing on the ‘We’ rather than the ‘I’.

Integrity. We are transparent, sharing information and feedback freely. We infuse every action with honesty, fairness, and respect for customers and colleagues alike. We do the right thing, even when no one is watching.

Hunger. We have high expectations and expect high performance of ourselves and our teams. We constantly look to innovate and improve, unleashing our creativity and persistence to find solutions and deliver exceptional results.

Thrive. We love what we do and bring our best selves to work every day. We show up as real human beings who speak from the heart, value others’ contributions and invest in each other’s growth.

The Role

The Salesforce Admin Support Analyst, Tier 2 works to understand the customer's Salesforce configuration and communicate how to best leverage TaskRay's products with Salesforce applications and services to address specific business needs. This will be done both reactively via our ticketing system and proactively via updating our knowledge base.

What you’ll do:

Customer Support

  • Analyze technical issues at most levels of complexity
  • Identify customer requirements or problems to be solved and then solution using Salesforce knowledge, for example, Custom Flows, Permissions Sets & Permissions Set Groups, Validation Rules, Security and Privacy
  • Proactively monitor and prioritize tickets entering the queue and ensure accurate ticket information
  • Research, document, and prioritize customer issues, and then escalate to internal teams as needed
  • Prioritize and manage time effectively in a fast-paced environment
  • Review more complex support tickets and provide immediate solutions to the customer via Zendesk tickets
  • Conduct customer calls, answer questions, and troubleshoot technical issues
  • Partner with the Customer Success and Implementation teams to assist with client needs and provide troubleshooting solutions to ensure ongoing customer engagement
  • Begin to work directly with our top customers by assisting with the top account list and high support tiers

New Product Releases

  • Support the Development Team in testing for bugs in new product releases
  • Recognize and understand new features/releases in TaskRay products and in Salesforce
  • Identify and report product bugs

Internal Responsibilities

  • Attend weekly 1:1 meetings with managers
  • Update best practice knowledge base articles
  • Contribute content to the TaskRay support community
  • Monitor the internal Slack Channel to assist other teams with technical questions
  • Contribute to company, department, and team goals and objectives
  • Write blog posts and perform demonstrations during webinars to be reviewed by Team Lead
  • Provide support to Support Analyst I on ticket management, best practices, and escalations

What you bring to the table:

  • Intermediate to advanced Salesforce Administrator capability
    • Required: Salesforce Admin Certification
    • Preferred: Platform App Builder Certification
  • 2+ years of customer experience demonstrating applications as an Onboarding Specialist, Sales Engineer, Support Analyst, or Solutions Consultant
  • 2+ years of experience in a client-facing role that involves requirements gathering, training, and/or change management
  • Able to work at different levels in the organization; from technical user to C level
  • Able to work in ambiguous situations to find solutions
  • Communicate effectively with internal and external stakeholders
  • Skilled at balancing technical terminology with business acumen
  • Exceptional written and verbal communication: concise, persuasive, and empathetic
  • Highly organized and efficient with exceptional follow through
  • Demonstrated ability to resolve issues and maintain strong client relationships
  • Proven track record of building successful relationships with customers, and one or two of them would even be willing to serve as a reference
  • You have a history of retaining and expanding your customer's knowledge and use of a platform
  • Able to navigate difficult situations with some help
  • High School degree required

Compensation

Cash compensation for this role is commensurate with experience. The estimated salary range is between $70,000 - $85,000 per year. This position is also eligible for bonus based on performance targets.

TaskRay offers highly competitive non-cash compensation ranging from flexible PTO practices to a robust benefits package that includes medical, dental, vision, and disability insurance programs, expanded EAP benefits, 401k matching, reimbursement stipends, and bonuses for taking vacation and for anniversaries.

Location

This position is remote (US only). Currently we're able to consider candidates in any of our operating states which include AZ, CA, CO, GA, KY, LA, ME, MI, MN, NC, OH, OR, and TX.

While TaskRay has a physical office in the Denver area, we’ve always been proud of our hybrid approach to the work environment, even pre-pandemic. There will be times we ask you to come to the office, but for the most part, we know you are as excited to contribute to the company’s success as we are to have you!

We value diversity

TaskRay is an inclusive culture embracing the value of a diverse workforce in all roles, at all levels of the organization. We work to give all qualified applicants equal opportunity and to make decisions based on job-related factors. We ask that you do not disclose any information on the application which could indicate your race, color, religion, national origin, sex, age, disability, sexual orientation, or gender identity. pregnancy, genetic information, veteran status, or any other status protected by law or regulation and we encourage applicants who meet some but not all qualifications to apply.




Company Details

Designed for post-sale moments, all in Salesforce. First impressions matter. TaskRay is on a mission to ensure businesses get off to a great start with a flawless customer onboarding experience. TaskRay is the leader in customer onboarding in the Salesforce ecosystem. We help companies manage their onboarding and implementation processes, drive greater efficiencies, and create unmatched customer...