Salesforce Support Analyst (

RESPONSIBILITIES Kforce has a client seeking a Salesforce Support Analyst in Irvine, CA.

Key Tasks Support implemented internet-based Customer Relationship Management (Salesforce) tool Provide second line response for users requiring assistance with software issues and problems Respond to requests for assistance by phone, email andor using a help desk management system Track issues to resolution updating the internal knowledgebase andor communicating learnings with relevant business units Assist in determining business requirements, outlining best practices and corporate policies Conduct WebEx
– based training of new and existing users Research questions using available information resources and advise user on appropriate action Identify and escalate situations requiring urgent attention and redirect problems to appropriate resource Track and route problems and requests and document resolutions log all help desk interaction Serve as liaison between CRM developers and users when troubleshooting complicated or pervasive issues Diagnose and resolve technical hardware and software issues Follow standard help desk procedures and administer help desk software Responsible for working with division associates to review processes and procedures as necessary to align software with business needs Perform troubleshooting activities and recommend solutions or system enhancements to achieve efficiencies, and best practices and adherence to corporate policies Work on multiple phases of projects independently as well as coordinate activities with superiors and DivisionRegional associates to resolve technical andor business issues Develop new training materials and provide training for new associates and retraining for current associates to improve system utilization Stay current with system information, changes and updates REQUIREMENTS Bachelor’s degree or certification required Salesforce Administration certification desired 3 years of Salesforce administration experience A working knowledge of CRM software and JD Edwards software preferred Prior Helpdesk or support experience especially working with ServiceNow Experience with IBM and Macintosh computers, Microsoft Windows and Apple Operating Systems, MS Office Suite (Intermediate advanced level
– Word, Excel, PowerPoint, Access, Visio), internet applications, mobile applications and devices and network interface issues) Knowledge and experience with standard customer service principles and practices Kforce is an Equal OpportunityAffirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.