AppD Salesforce Support Analyst 1275755

  • Location:
    San Francisco, California, US
  • Area of Interest
    Information Technology
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1275755
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About Us

AppDynamics is the Application Intelligence company. With AppDynamics, enterprises have real-time insights into application performance, user performance, and business performance so they can move faster in an increasingly sophisticated, software-driven world. Our integrated suite of products is built on our innovative, enterprise-grade App iQ Platform that enables our customers to make faster decisions that enhance customer engagement and improve operational and business performance. AppDynamics is uniquely positioned to enable enterprises to accelerate their digital transformations by actively monitoring, analyzing, and optimizing complex application environments at scale which has led to proven success and trust with the Global 2000.


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 have a strong desire to elevate the efficiency of AppDynamics’ colleagues seeking support. You have:

  • Bachelor's Degree with a minimum of 1-year 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
  • CPQ applications (Zuora, CPQ, etc.) experience
  • Experience supporting and integrating third-party applications within Salesforce
  • Meticulous attention to detail and superb 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 is a plus: Marketo, Forecasting Tools, Salesforce CPQ, FinancialForce, Jira ticketing system, Gainsight
  • Salesforce certifications are strongly encouraged

Perks

We know that the award-winning culture at AppDynamics is something to brag about, but here are more reasons that make you excited to get out of bed to come in the morning, like:

  • Medical, dental, vision coverage
  • 401k match (4.5%)
  • Wellness perks (hobbies, education, store discounts, personal finance)
  • Annual professional development fund to build your skills in product, leadership and technical topics
  • 4 weeks paid time off (PTO), 5 days volunteer time off (VTO), 14 holidays (including 1 birthday PTO and 1 floating holiday)
  • Paid time away for new parents (13 weeks)
  • Mandatory company shut down between Christmas and New Years
  • Weekly catered breakfast and lunch, and all the snacks, fruits and drinks
  • Free shuttle service and pre-tax commuter benefits

Just a note

  • Note to Recruiters and Placement Agencies: AppDynamics does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any AppDynamics employee. AppDynamics will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of AppDynamics.
  • AppDynamics is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other unlawful factor. AppDynamics complies with all applicable laws, including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance). If your disability makes it difficult for you to use this site, please contact talent@appdynamics.com. AppDynamics participates in E-Verify.

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