Salesforce Support Analyst II in Irvine, CA at Lennar Homes

Date Posted: 3/22/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Irvine, CA
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:
    3/22/2020

Job Description

Overview

This position supports the internet-based Customer Relationship Management (Salesforce) tool. The Analyst II would provide second line response for users requiring assistance with software issues and problems. Incumbent would be responsive to requests for assistance by phone, email and/or using a help desk management system. The Analyst II tracks issues to resolution, updating the internal knowledgebase and/or communicating learnings with relevant business units. This individual would assist in determining business requirements, outlining best practices and corporate policies and conduct WebEx- based training for new and existing users.



Responsibilities

  • 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, best practices, and adherence to corporate policies.
  • Work on multiple phases of projects independently as well as coordinate activities with superiors and Division/Regional Associates
  • 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.
  • Participate in testing new application changes and new software releases. 
  • Present training material either in person or via WebEx.



Qualifications

Education and Experience Requirements:

  • 3+ years of SalesForce administration experience; Salesforce Administration certification desired
  • Bachelor’s degree in Computer Science, Information Technology or related field required, or Salesforce Administration certification required.
  • 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.

Additional Requirements:

  • Arrive to Work on Time.
  • Follow directions from a supervisor. 
  • Work independently of daily supervision.
  • Interact well with co-workers and associates at all company levels.
  • Accept constructive criticism.
  • Work as part of a team.
  • Understand and follow documented work rules and department procedures.
  • Present training material either in person or via WebEx. 

Physical Requirements: This is primarily a sedentary office position which requires the CRM Support Specialist to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary. 

This description outlines the basic responsibilities and requirements for the position noted. This is not a comprehensive listing of all job duties of the Associates. Duties, responsibilities and activities may change at any time with or without notice. 

Lennar Corporation is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, marital status, personal appearance, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, or liability for service in the Armed forces of the United States.

 #CB

RedHen

Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

Join Our Talent Network

Text LENNAR to 51893
to get started today!