Job description

Overview:We are seeking a Senior Support Analyst to join our growing team!
Responsibilities & Qualifications:Position Summary

The Salesforce Senior Support Analyst tasks include investigation and troubleshooting, fixing and implementing point and click solutions in Nimble AMS and Salesforce. Providing an excellent client experience is paramount to our success. This role ensures that all clients' needs are promptly addressed. It is their responsibility to respond to client requests, orders, questions, and concerns in a timely and accurate manner while exercising the highest level of quality service. Qualified candidates for this position must have a passion for excellence, outstanding communication, and organizational skills. The ability to readily build relationships over the phone is vital. Additionally, a qualified candidate must be quality-focused, an effective team player, and motivated to achieve a rewarding career within the organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the employee. As such, Community Brands team members know how to work hard and have fun, keeping the Community Brands culture at the forefront of client engagements.

A Day in the Life

• Confers with client end-users and IT personnel to identify concerns and potential issues included new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.
• Review, analyze and evaluate cases and customer issues and determine level of urgency.
• Identify and address issues that need escalation
• Assist clients in diagnosing problems and sources of errors; guide users through corrective steps via phone and email or offer to resolve issue.
• Coordinate work and monitor/report on status
• Mentor and assist in the on-boarding of new Support Team members to bring them up to speed on Nimble AMS and Salesforce Platform respectively
• Continual evaluation of On-boarding and Learning plan to offer suggestions and improvements for efficiency and new functionality
• Identify Support case trends in relation to client implementations and customizations to gather and effectively deliver information and feedback to Implementation and CS Teams
• Cross-Team Collaboration with Services Enablement Team to share information, knowledge and feedback on Nimble AMS and Salesforce features and functionality
• Assist in bringing other team and cross-team members up to speed on Nimble AMS Accounting
• Create/Review and Edit knowledge articles or Jira Tickets when encountering an issue that is not documented.
• Communicate any negative customer interactions or escalations to Manager.
• Communicate periodic evaluations of new team members in relation to progress and fit
• Respond to support cases and provide technical assistance.
• Maintains records, logs and reports of assistance from clients through varying interfaces including Salesforce Cases, Nimble Communities, Phones
• Provide continuous support monitoring to ensure operational capability.
• Make sure cases are meeting/exceeding standards.
• Conduct support surveys.
• Provide after-hours “on call” support to end users during assigned periods (As needed).
• Document resolution for future reference, training, and support purposes
• Assist in enforcing and recommending process improvements
• Assist on product implementations as needed
• Participate in Community Brands Xperience Conference; Directly or In-directly as needed
• Other duties as assigned

We are looking for someone who brings

• Excellent problem-solving and analytical skills
• Quick Learner, positive and personable.
• Ability to perform in fast-paced environment
• Ability to prioritize tasks and support cases
• Communicates effectively with Clients and peers - both written and verbal.
• Team Player - Nimble AMS is structured around team work. It is the responsibility of the team to complete the project
• Desire to Learn - must be willing to expand their skill set, be comfortable jumping in and learning as they go, and help to share what they have learned with the group.
• Salesforce Certifications (Admin, Advanced Admin, Certified App Builder)
• Experience with Salesforce.com and Trailhead (Preferred)
• Minimum of 3-5 years of technical support experience is required
• B.S. in Information Technology, Computer Information Systems, or similar field of study or equivalent experience is acceptable
• Minimum of 2 years real-world Salesforce Experience
• General Knowledge of associations and non-profits
• Accounting knowledge -a plus

Total Rewards:Accommodations
Community Brands welcomes and encourages applications from people with disabilities. Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.

About Us
Community Brands – leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

https://us-careers-communitybrands.icims.com/jobs/3777/senior-support-analyst/job?hub=8

Why work here?
Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.

#LI-REMOTE
#LI-SC1

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• On call

Experience:

• Technical support: 3 years (Required)
• real world Salesforce work: 1 year (Required)

Work Location: Remote

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