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Salesforce Philanthropy Cloud and Marketing Cloud Tier 1 User Support Agent (U.S.)

St. Louis, MO

Relocation expenses: Negotiated

Associate
Full time
1 - 2 years of experience
High School Diploma

Published on 9 Aug 2022

Expires on 9 Aug 2022

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Salesforce Philanthropy Cloud and Marketing Cloud Tier 1 User Support Agent (U.S.)

Job Summary:  The Salesforce Philanthropy Cloud and Marketing Cloud Tier 1 User Support Agent provides support for all licensed users, providing first line support and assistance.  This position requires a highly motivated and multifaceted individual to contribute to and be part of a proactive and client-focused technical team. This position will support United Way donor companies' end users and internal personnel with varying levels of technical expertise and must possess the ability to think logically to determine the best solution for the user’s issues. 
 

General Responsibilities:  The Tier 1 User Support Agent will work with Salesforce Philanthropy Cloud and Marketing Cloud users, Local United Ways, and other solutions partners to resolve inquiries and/or escalations received via telephone, web, email or chat. Tier 1 User Support Agents will strive for first contact resolution; however, will work also with support Tiers 1.5 or 2 to escalate as necessary to provide prompt and efficient issue resolution.

Key Accountabilities: 

  • Supports a multi-channel contact center environment, meeting or exceeding established baselines
  • Improve customer relations and continue to develop customer confidence at every opportunity.
  • Use defined systems and processes to keep stakeholders updated on requests, issues, etc.
  • Provides first contact application support for moderately complex customer inquiries via phone calls, emails, and web submissions.
  • Assists customers in resolving technical problems with the SPC application and web portal
  • Follows up with customers, as designed, to ensure that customer inquiries are resolved in the agreed upon time frame.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Thoroughly document and manage customer issues  and tracks inquiries using Salesforce Service Cloud , maintaining incident records and related problem documentation.
  • Ensure problems can be reproduced and include all relevant information in tickets prior to escalating to next level.
  • Provides feedback for continuous improvement for the customer experience
  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier 1.5 or Tier 2 when required

KSA (Knowledge, Skills and Abilities): 

  • Associates degree  or 2 - 3 years of technical or customer support experience
  • Internal or external customer service experience, preferably in a technical environment.
  • Must be able to excel in a multi-channel environment, using phone, email, webchat and text
  • Proficient in Microsoft Office applications; Word, Excel, Outlook, preferred advanced proficiency; knowledge of Salesforce is a plus
  • Possess a methodical approach to problem-solving.
  • Exceptional oral and written communications skills
  • Internal or external customer service experience, preferably in a technical environment.
  • Ability to express complex technical concepts in layman’s terms to non-technical users verbally and in writing.
  • Must be able to handle difficult situations with mature attitude and judgment
  • Works accurately under pressure with a high attention to detail and concern for accuracy
  • Ability to work independently in a highly visible, fast paced environment.
  • Enthusiasm and the ability to thrive in an atmosphere of constant change.
  • Identify service improvement opportunities as we continually improve service level quality.
  • Meet or exceed all performance metrics set forth for the department and individuals.
  • Meet or exceed all established SLA’s to ensure the most responsive approach to service.
  • Availability to participate in on-call schedule when necessary.

                   

United Way of Greater St. Louis supports employees working remotely 2 days per week. We offer an comprehensive benefits package including 12 days of vacation earned over the first 12 months of employment, sick pay, 10 company holidays, 5 1/2 Flexible/personal holidays, 3 volunteer days, parental leave, health, dental, vision and life insurance for you and your family, short term disability, long term disability, and a 403(b) with an organization match and 3 year vesting schedule.

To apply, please submit your resume and/or cover letter to Careers@stl.unitedway.org

Employment is contingent upon passing a background check and screening for illegal drug use

United Way of Greater St. Louis is an Equal Opportunity Employer