Bangalore, KA IN
Bachelor's Degree (±16 years)
Associate Business Analyst
The Sales to Relationship Solutions (SRS) team is in charge of delivering efficiencies for our client facing associates in the Sales and Relationship Management group. The SRS Solutions Office team extensively uses Salesforce.com CRM which is the cornerstone of our support solution for the 2500+ associates in Sales group.
The SRS – Solutions Office is seeking a Salesforce.com Support Analyst who wants to make an everyday impact by assisting our end users with technical support inquiries. A successful candidate will have exceptional communication skills to interact directly with our users and technical expertise primarily with Salesforce.com, or a demonstrated competency with similar CRM/ERP applications.
Deliver exceptional front-line support
Own end user inquiries from initial report through resolution. These inquiries could be questions about how to use the system, updating locked fields, incidents, reporting/dashboard creation, and mass data operations.
Interact with end users via phone, email, Skype and screen sharing to gather required information and troubleshoot.
Provide timely status updates, issue resolutions, and step-by-step instructions on usability questions
Collaborate with Product, Execution, and other support teams to resolve or escalate user inquiries
Document new solutions for knowledge base and update existing knowledge articles as needed.
Execute support projects such as data analysis, data cleansing, and creating reports.
Based on support queue trends, make recommendations for innovation and automation to reduce volume.
Partner with product and execution teams to stay current on product updates.
- For problems that need to be escalated to additional support levels, gather additional information such as steps to reproduce, debug logs, and component information. Own tracking and communication, even for issues escalated further.
Strong Communication abilities
Active listening skills and excellent written and oral communications skill are critical for interactions with our users.
Strong Documentation skills are required to maintain our solution knowledge base and to share step-by step instructions with users
Ability to empathize with customers and convey confidence
Attention to Detail
Organization and Prioritization
Ability to multi-task in a fast-paced environment
Ability to prioritize work based on business impact and SLAs
Troubleshooting and Debugging skills
Strong analytical and logical skills
Ability to analyze trends and recommend improvements
Expertise in generating reports & dashboards, deriving trends from data
Expertise in Microsoft Excel functions, VBA for Excel/Access
Working knowledge of SQL
Exposure to any industry leading ERP/CRM
Exposure to ETL and ability to perform mass data operations
Education and Experience
- Bachelor’s Degree in any Discipline, MBA Preferred
- 0 - 1 years of experience for Trainee BA Position
- 1.5 – 2 years of experience for ABA Position