Salesforce Support Analyst (Global Remote- US or UK Based Only)

Note: This position is available for the UK or US Candidates Only.  

Job Summary 

Togetherwork is seeking an exceptional Support Analyst to become an integral part of our dynamic and world-class support team. Our mission is to empower associations and membership organizations to deepen their customer engagement using the Fonteva membership and event management product suite. As a Support Analyst, you will play a crucial role in ensuring our customers' success by delivering high-quality technical support and leveraging your expertise to resolve complex issues.

Responsibilities 

• Case Management: Thoroughly review, analyze, and document customer-raised cases, issues, bugs, and maintenance requests on the Fonteva Platform. Ensure all cases are accurately tracked and updated in our systems.
• Issue Reproduction: Recreate and reproduce customer configurations and designs to diagnose whether issues are related to the product or specific to customer configurations.
• Technical Expertise: Maintain a deep and current technical knowledge of Salesforce, the Fonteva Platform, and emerging features to perform your duties effectively and offer proactive support.
• Customer Interaction: Provide professional, high-quality technical support to customers and stakeholders, ensuring all interactions are clear, collaborative, and solution-oriented.
• Relationship Building: Foster long-term partnerships with customers by delivering exceptional service and being a trusted advisor for their technical needs.

 

Requirements 

• Experience: You bring 1-3 years of experience in Support, QA, or Technology Implementations, with a proven track record of troubleshooting and resolving complex technical issues.
• Salesforce Proficiency: You have a solid foundation in Salesforce and are eager to expand your knowledge beyond standard admin tasks to include the advanced capabilities of the Fonteva Platform.
• Tech-Savvy Communicator: Strong ability to engage with both technical and non-technical stakeholders, providing clear and concise explanations and training. Capable of creating visual representations of data for executive reporting.
• Problem Solver: Highly analytical with exceptional technical problem-solving skills. Ability to diagnose and resolve complex issues related to Salesforce and integrated systems.
• Customer Advocate: You’re passionate about customer success and are committed to being their voice within our team, ensuring their needs are always front and center.

 

Excited about this role but don’t meet every single requirement?  Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification.  At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.  You may be just the right candidate for this or other roles.

The US Based Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability
• Basic Life 
• 401(k) option with 100% company match 
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually 
• 9 company paid holidays
• 6 weeks paid parental leave

UK Based Company Benefits

• Medical, Dental, and Optical Benefits
• Therapy and Mental Health Benefits
• Group Critical Illness Benefit
• Group Income Protection
• Group Life Insurance
• Bereavement counseling and probate helpline
• Wellness Benefits and Fitness Discounts
• Pension Plan with 3% employer match
• Worldwide Travel Coverage
• 22 PTO days
• 8 Paid Bank Holidays
• 5 Paid Sick days
• Remote Work

 

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $45,000 - $55,000 USD per year 

UK Remote: $61,166 - $74,758 CAD per year

Excited about this position but the salary is a little below your expectations?  Tell us what you need to make you happy, and we will see if we can make it happen based on how closely your skills and experience fit the qualifications of this position

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

 

•

Last updated on Aug 21, 2024