Business Systems Associate

Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

About this role

In this position you will support our HVAC Customer Care Centers (CCC) in New York, Tennessee and Indiana by maintaining and administering systems such as our Salesforce CRM, Five9 Phones, CTI tools, Five9 WFM/WFO, Basic Application Server Administration, and provides first level desktop support for CCC users. You will help with new user set-up, process improvement, and data maintenance.  You will work closely with CCC management and agents to fully understand their business needs and processes in order to recognize and suggest opportunities for improvement.

Key Responsibilities

• Support Customer Care Center systems including Salesforce and WFO/WFM
• Assist with identifying and gathering requirements from users and stakeholders
• Create and manage User Stories
• Participate in and support related Salesforce projects including User Acceptance Testing
• Document all changes in the Salesforce environment
• Subject Matter Expert to develop training materials and Standard Work
• Train end-users on Salesforce processes
• Prepare and deliver customer-facing training for the customer portal
• Monitor Salesforce user adoption
• Coordinate support tickets for higher level ticketing system.

Basic Qualifications

• Associates Degree
• 2+ years of customer service and Salesforce experience

Preferred Qualifications

Other qualifications you may have that would be beneficial in this role include:

• Experience working in a high-volume Call Center preferred
• Experience with Salesforce CRM required
• Experience with AGILE/SCRUM methodology and processes
• Experience with telephony tools
• Ability to adhere to assigned work schedules.  Occasional evening or weekend work for patches or upgrades may be required.
• Strong written and oral communication skills and the ability to follow standard processes
• Proficient in Microsoft Word, Excel, PowerPoint
• Experience in training end-users
• Excellent customer service skills
• Strong analytical skills, accuracy, and attention to detail
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Creative problem solving skills

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