Salesforce Support Specialist

Location: Blair,Nebraska,United States

Salesforce Support Specialist - Hybrid remote in either NE/CO/IN or IA

 

This position will oversee Salesforce Support requests and ensures requests are handled within the prescribed Service Level Agreement (SLA). Supports the user base by actively troubleshooting issues and providing timely resolutions to enhance user experience. Onboards new users and provides training related to GPC Sales processes. Demonstrates expertise working directly with the end users to resolve issues across multiple business segments including Sales, Marketing, OSP, Engineering, PMO, Finance, and Product. 

 

Duties include but not limited to:

Oversees the Salesforce Support Queue.

Ensures all requests are acknowledged within the prescribed SLA.

Provides resolution to all requests within the prescribed SLA.

Engages the Salesforce Administrator when needed.

Verifies the necessary information is provided by the business to resolve the issues.

Escalates high priority issues when necessary.

Supports user base by troubleshooting issues.

Provides support and troubleshooting assistance to users.

Performs analysis in the identification and resolution of issues.

Identifies trends based on data/metrics.

Partners with Business Analysts to prioritize issues requiring development.

Partners with Development team to provide necessary details for resolution.

Provides training to new users during on-boarding.

Provides training to users when features or functionality change.

Understands what issues are commonly raised and creates training material when         applicable.

Leads ad-hoc training when requested by our supported users.

Demonstrates expertise in all internal processes related to the various business segments at GPC.

Ensures all reports (time sheets, expenses, etc.) are reviewed and approved as required

Follows all safety policies and procedures outlined in the GPC Accident Prevention Manual

Understands the full Sales process in Salesforce from lead to billing to disconnect.

Resolves Sales related process issues including referrals, opportunities, installs, change orders, and cancellations.

Resolves cost related issues for GPC’s OSP and Engineering teams.

Assists Finance users with reports and any issues related to the reports they need in Salesforce.

Supports various other teams with issues related to products, projects, and campaigns.

Performs self-inspections of the workplace and work habits daily

Ensures team members are inspecting their vehicles and following all relevant GPC practices

Corrects or reports unsafe or hazardous working conditions

Wears personal protective equipment as required.

Presents a courteous, well-groomed and professional image to customers, managers, staff, co-workers and others in all work-related situations.

Other duties as assigned by management.

 

Bachelor’s degree from a four-year college or university, or comparable experience and/or training

 

Minimum of 1-2 years of experience working with Salesforce

Aptitude for understanding Salesforce functionality and structure

Background in support, particularly supporting internal teams

Experience in the telecommunications industry

 

 

Competitive salary and benefits provided

 

High-performing network, high-performing people.

 

Great Plains Communications is the leading fiber-driven technology provider in the Midwest, delivering fast, reliable solutions including high-speed internet and a full suite of residential and business services to nearly 200 communities across Nebraska, Colorado, Iowa and Southeast Indiana. Powered by our 19,000-mile MEF-certified, high-capacity network, we provide state-of-the-art connectivity to homes, businesses and carriers backed by custom-built strategies, expert engineering and local support. 

What sets us apart? An unwavering commitment to customer experience. From design to deployment, maintenance and beyond, our local experts craft tailored solutions and deliver personalized, ongoing support to keep communities seamlessly connected.

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