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This is a mostly remote position with a requirement to go to our office in London on a quarterly basis

The Role

Our Associate Support Analysts focus on the delivery and support of quality solutions for our customers using the Force.com platform. This role on our Professional Services & Support team is responsible for technical support for our solutions and is a first line of response for client services. In this role, you would:

• Respond to in-bound support requests from our clients

• Engage with clients to gather comprehensive details about their support cases, asking targeted questions to accurately identify the nature of the issue

• Diligently documenting and communicating support cases internally, escalating to higher levels of support if necessary

• Collaborating with internal teams to find resolutions to case issues and questions

• Cultivating a deep knowledge of the Force.com platform and leveraging that expertise to implement technical support solutions

• Prioritize creating a seamless experience and improving efficiency for our clients during the support process

Knowledge, Skills, and Abilities

• Strong technical problem-solving skills and an enthusiasm for solving technical and configuration problems using the latest cloud-based technology

• Excellent customer service skills and a highly professional attitude

• Professional written and verbal communication skills

• Salesforce.com or Force.com experience required

Qualifications (Education and Certifications)

• Salesforce Admin Certification required

• Bachelor’s degree preferred but not required

• Experience in troubleshooting software or applications

• Familiarity with working in a SaaS environment is preferred

Milestones for the First Six Months

In one month, you’ll:

• Complete the Support Analyst PS Boot Camp Support training

• Familiarize yourself with the systems and processes in place

In three months, you’ll:

• Shadow experienced Support Analysts to gain practical experience and insight.

• Attend all scheduled team meetings to stay informed and contribute to discussions

• Take ownership of assigned cases and work towards their resolution with support from more senior support analysts

In six months, you’ll:

• Take ownership of assigned cases and work towards their resolution independently

• Conducting in-depth research using additional resources to tackle more complex cases

Disclaimers

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

You must have evidence of right to work in the UK to be hired for this role.

Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.