Senior Support Analyst

fusionSpan is a fast-growing multinational information technology services company based in the USA.  fusionSpan has won several awards including Best Places to Work, Inc 5000 fastest growing company in America. As a company, we focus on working on interesting technologies and helping our clients provide the best experience for their members.

This is currently a Remote role with potential to become hybrid

As a Tier 2 Support Team Member, you will build upon the foundation of Tier 1 support, providing advanced technical assistance and problem resolution for Salesforce Clouds, Fonteva, and our Learning Management System (LMS). Your role will be pivotal in ensuring the smooth operation of internal environments and enhancing the efficiency of our software solutions. With your expertise, you will support association members and staff by troubleshooting complex issues, managing user access and permissions, and optimizing business processes within Salesforce and related platforms.
 

Responsibilities:

• Provide escalated technical assistance to customers and staff, addressing complex issues related to Salesforce Clouds, Fonteva, and the LMS.
• Utilize your expertise to diagnose and resolve technical problems efficiently, ensuring minimal disruption to operations.
• Collaborate with Tier 1 support team members to provide guidance and assistance in resolving escalated issues.
• Ensure smooth operation of internal environments by providing support and maintenance for customized applications, security settings, and other system configurations.
• Optimize system performance and user experience by fine-tuning configurations, monitoring system health, and implementing best practices.
• Manage user access and permissions within Salesforce and related platforms, overseeing access grants and removals to maintain data security and integrity.
• Provide training and guidance to users on best practices for managing data and utilizing platform features effectively.
• Utilize your expertise to identify, diagnose, and resolve complex technical problems within Salesforce and related platforms.
• Escalate and track issues as necessary to ensure swift resolution and minimize impact on operations.
• Act as the "Superuser" expert for specific business units, providing advanced support and guidance on system or application use to enhance operational efficiency.
• Collaborate with stakeholders to understand business processes and requirements, providing insights and recommendations for optimizing workflows within Salesforce.
• Develop a deep understanding of multiple business processes across the organization, leveraging this knowledge to provide tailored support and optimize the Salesforce system to meet evolving needs.

Requirements:

• Previous experience in a technical support role, with a focus on Salesforce or similar CRM platforms.
• Strong technical skills and proficiency in troubleshooting complex technical issues within Salesforce and related platforms.
• Experience in system administration, including user management, security settings, and system configuration.
• Excellent communication skills and the ability to convey technical concepts effectively to both technical and non-technical stakeholders.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Salesforce Admin Certification or in progress to be completed by the start date.
• Bachelor’s degree in computer science, information technology, or related field preferred but not required.

About fusionSpan

fusionSpan is a fast-paced, high-energy global firm with a highly motivated team. This role will experience high work demands under tight timelines requiring a flexible and adaptable approach to daily priorities. We are open to qualified candidates worldwide even though our job opportunities are posted for a specific region.

Check out our Great Place to Work Certified Badge here.

Culture of Caring

We aim to foster a culture of caring. Caring for our clients but also each other. As a company, we focus on working on interesting technologies and helping our non-profit clients provide the best experience for their members. But we also want to make sure that our team experiences personal growth in their careers.

fusionSpan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Our Company Values:

• Give back to those communities that have gotten us where we are today.
• Foster a culture of caring in all working relationships. Respect for each other and our diverse backgrounds and experiences.
• Deliver seamless experiences and best-in-class solutions.
• Embrace change and strive for growth.