Salesforce Administrator

The Frontline Digital Transformation team in EcoVadis is looking for a Salesforce Support Agent to support improvements across business processes and to help drive the development of the EcoVadis SFDC org. The role is for Sales, Customer Success, Finance, Marketing, Customer Support and our Executive Management team. In this new role, which is foundational to EcoVadis’ ability to drive continuous improvement in companies’ sustainable business practices at scale your responsibilities will include:

Responsibilities

• Acquire and maintain current knowledge of relevant product features to provide accurate solutions to customers requests
• Diagnose, resolve, and respond to all customer issues and inquiries in accordance with company procedures and best practices.
• Document all external and internal communications and status information into our case management system (JIRA)
• Respond immediately to all issues and continue to follow up with client contact until cases are resolved.
• Escalate urgent requests or those that require more in-depth knowledge and understanding to the attention of Tier II.
• Provide on-call support for urgent and complex customer inquiries.
• Capture and relay new functionality requests to the product owners.

Requirements

• Excellent Communication Skills
• Technical Support Experience – Min. ​1​ year experience in IT / technical support
• Salesforce Expertise – Technical, working knowledge of the Salesforce platform
• Salesforce Certifications – Not required, however, candidates with Salesforce certifications will be preferred.
• Passion for Customer Service – Customer satisfaction is your passion and #1 goal.
• Team Player – You thrive in a team-oriented environment and are eager to help when needed.
• Highly Motivated – Ability to work under pressure in fast-moving environment