Fusion Risk Management · 2 days ago
Senior Support Analyst
United States
Full-time
Remote
Mid, Senior Level
3+ years exp
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Responsibilities
Respond to inbound support requests from our clients
Engage with clients to gather comprehensive details about their support cases, asking targeted questions to accurately identify the nature of the issue
Diligently document and communicate support cases internally, escalating to higher levels of support if necessary
Collaborate with internal teams to find resolutions to case issues and questions
Cultivate a deep knowledge of the Force.com platform and leverage that expertise to implement technical support solutions
Take on a mentoring role for other Support Analysts, providing guidance and support when needed
Take initiative to proactively learn and adapt to new features, taking ownership of the learning process
Prioritize creating a seamless experience and improving efficiency for our clients during the support process
Qualification
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Required
Salesforce.com or Force.com experience is required
Strong technical problem-solving skills and an enthusiasm for solving technical and configuration problems using the latest cloud-based technology
Excellent customer service skills and a highly professional attitude
Ability to be a self-starter, working independently and as part of a team
Ability to effectively communicate technical information to non-technical users
Strong attention to detail and ability to follow processes and procedures
Ability to prioritize and manage multiple tasks in a fast-paced environment
Salesforce Certification required (Salesforce Admin or Salesforce App Builder)
Bachelor’s degree or minimum of 3 years of experience in technical support or a related role
Experience in troubleshooting software or applications
Preferred
Familiarity with CRM systems and ticketing tools (preferred but not required)
Familiarity with working in a SaaS environment is preferred
Company
Fusion Risk Management
Fusion Risk Management provides cloud-based continuity risk management software, contingency planning solutions, and consulting services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$49MKey Investors
Great Hill PartnersVista Equity PartnersCatalyst Investors
2023-04-26Private Equity· undefined
2023-04-26Acquired· undefined
2019-09-06Corporate Round· undefined
Leadership Team
David Nolan
Founder, Strategic Advisor
Recent News
Built In Chicago
2024-05-20
Company data provided by crunchbase
