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AppD Salesforce Support Analyst

30,684 P.A. ?
Cisco Systems

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About The Role

The AppDynamics Business Systems Team is looking for a Salesforce Support Analyst to support the marketing, sales and post-sales teams through Salesforce Support Queue management & Salesforce.com administration. As a Support Analyst on the team, you will be the front-line for all Salesforce related support requests and ad-hoc enhancement inquiries.

Responsibilities include, but not limited to:

  • Monitor & triage tickets submitted to the support queue
  • Research, diagnose and resolve Tier 1 & 2 user issues submitted to the queue
  • Collaboratively escalate Tier 2 & 3 issues to management or the wider BIS team as appropriate
  • Communicate clear and accurate end user support to all ticket submitters and stakeholders
  • Proactively assume responsibility for taking action on tickets, such as but not limited to:
  • Maintaining user roles and profiles, security settings and access settings
  • Managing user profiles, roles, permission sets, assignment rules, and license types
  • Importing account or lead record assignments and historical data updates using Salesforce Data Loader as needed
  • Resolving Tier 1 CPQ issues
  • Explaining expected system outcomes based on Salesforce customization
  • Follow SLAs defined within the BIS team
  • Work closely with Business Systems team to route enhancement requests
  • Contribute towards configuration and testing for long term Tier 1 and Tier 2 issue resolution
  • Learn and apply AppDynamics business process knowledge (Sales Cycle, Q2C, Procure2Pay) during ticket resolution communication
  • Transform ticket resolution steps into clear KTs that can be reused and shared during future support requests

About You

  • You are passionate about working in a Salesforce support role and a have strong desire to elevate the efficiency of AppDynamics’ colleagues seeking support. You have:
  • Minimum 2-years’ experience working with the Salesforce.com Platform
  • Experience with case management processes, queues, and customer support tools
  • Experience troubleshooting system, process and data issues; ability to think clearly under pressure
  • Experience working with CPQ applications (Zuora, CPQ, etc.)
  • Experience supporting and integrating third party applications within Salesforce
  • Meticulous attention to detail and exceptional communication skills
  • Excellent organizational and time management skills
  • Desire to work independently in a fast-paced high-growth team environment.
  • Knowledge of the following applications are a plus: Marketo, Forecasting Tools, Salesforce CPQ, FinancialForce, Jira ticketing system, Gainsight
  • Salesforce certifications are strongly encouraged



Job Summary
  • Location: Feltham, England, United Kingdom
  • Area of Interest Business Strategy and Operations
  • Job Type Professional
  • Technology Interest *None
  • Job Id 1297178

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