Fonteva - Jr. Customer Support Specialist/Analyst (Remote US Based) United States

Company: Jackson River

Jr. Customer Support Specialist/Analyst 

Overview

We are looking for a Client Support Specialist to join our world-class support team. The Support team’s primary focus is to help associations and membership organizations engage their customers by leveraging the Fonteva membership and event management product suite. All of which is built on top of the world's #1 CRM - Salesforce.

We are looking for a Client Support Specialist to join our world-class support team. The Support team’s primary focus is to help associations and membership organizations engage their customers by leveraging the Fonteva membership and event management product suite. All of which is built on top of the world's #1 CRM - Salesforce.

If you're passionate about providing great customer experiences, aren't afraid to roll up your sleeves, and can reason through highly complex issues, this might be the job for you!

The ideal candidate is

  • Someone who has exceptional problem-solving and root cause analysis skills
  • Someone that has 1+ Salesforce experience as an advanced user or administrator
  • Someone that is a certified Salesforce Administrator and/or has the aptitude to be certified within 90 days (paid for by Fonteva)
  • Someone who thrives in a fast-paced environment and sees team success as personal success

A day in the life

  • Provide direct case support to our customers' Fonteva administrators, which may include Salesforce admins, program specialists, accountants, and other stakeholders
  • Act as a partner in our customers' success by having high-level reviews of issues and providing guidance and best practices
  • Partner with teams across the company to deliver a great customer experience and solutions
  • Types of requests that will be managed: product and Salesforce questions, best practices guidance, upgrade assistance, configuration issues, data issues, bugs, and feature request

Key skills to be successful

  • Excellent communication skills (verbal and written) and ability to communicate technically complex concepts to non-technical audiences
  • Ability to understand customer requests or use cases and translate them into product configurations and requirements
  • Ability to document customer requests and problems over the phone, provide initial diagnosis, and take ownership of the end-to-end resolution
  • Experience with Salesforce administrative tasks such as managing data security with profiles, building reports, list views, and page layouts, and using automation tools like Process Builder and workflow rules. Salesforce Experience Cloud experience is a plus.

The Company offers a comprehensive employee benefits program, including:

  • Medical, dental, and vision insurance options 
  • 100% Employer paid short/long term disability
  • Basic Life 
  • 401(k) option with 100% company match 
  • Flexible paid personal/vacation time built on mutual trust and accountability
  • 10 sick days annually 
  • 9 company paid holidays
  • 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

 

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $45,000 - $55,000 USD per year

Vacancy page : https://boards.greenhouse.io/togetherwork/jobs/6201908002