Analyst Jobs

About The Position

Requirements

• Undergraduate University degree or equivalent experience
• Salesforce Certificate
• 5 years (mid-level) experience as an administrator and data analyst across multiple CRM.
• Demonstrated knowledge and experience across multiple CRM.
• Ability to articulate user needs and to communicate with developers as required.
• Quick thinker and ability to take initiative.
• IT literate (including IT ticketing system such as Rally or Jira)
• Knowledge of EU Contact Centre processes
• Good problem solving and analytical skills.
• Organized and able to navigate through multiple requests across several communication channels (teams, slack, webex etc.)
• Ability to work in a team environment as well as autonomously.
• Effective communication skills.

Nice To Haves

• Salesforce experience preferred, but not essential if extensive experience with other CRM systems can be demonstrated.
• Jira experience preferred, but not essential if experience with other IT ticketing systems can be demonstrated.

Responsibilities

• Configure permissions for Salesforce users for each North American hub.
• Perform users’ administration (the individual will have a North American role and North American permissions)
• Build Salesforce dashboards and create reports for agents, team leads and supervisors to support Operations.
• Perform initial triage of agent queries/incidents to address where possible or raise incident tickets for Salesforce support team engagement (through JIRA).
• Escalate systemic issues as appropriate to Pro Tech / Ford management for resolution.
• Work with Pro Tech support team and agents to analyze errors or unexpected system behavior.
• Provide feedback to QA and Training to improve agent knowledge and system usage.
• Perform UAT & smoke testing of new functionality or system changes.
• Provide Operations and management with data extracts and analysis.
• Function as a liaison between Operations and the Salesforce team to define changes to system requirements.
• Work closely with the Learning and Development team to build training of new functionality or system changes.
• Partner with Salesforce dedicated trainer to provide guidance and support to agents in use of the Salesforce application.
• Support Salesforce AFR process and access to legacy CRM data on request.
• Work hand in hand with counterpart to cover the needs of all hubs.

Benefits

• Pay rate starting at ( $65,773.02 – $68,179.35 per year )
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)