Demant

Salesforce Support Specialist

Department Diagnostics - E3
Job Locations US-IL-Arlington Heights
Job ID
2022-16710

Overview

e3 Diagnostics is part of a world-leading hearing healthcare and technology group built on a heritage of care, health, and innovation since 1904. The group offers innovative technologies, solutions, and know-how to help improve people’s health and hearing. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions, and hearing care all over the world, we are active and engaged.

 

e3 Diagnostics is seeking a Sales Support Specialist to join our team in the Arlington Heights, IL office.

Responsibilities

· Providing support – 1st level (North America users) and 2nd level (EMEA users).

· Perform ongoing system administration (maintaining user roles, security settings, profiles, workflow rules and data integrity).

· Manage dashboards, reports, forms, templates, object relationships, fields, and layouts.

· Monitor and resolve issue/bug tickets related to Salesforce.

· Experience managing and triaging user-submitted tickets via a ticketing system

· Collaborate with internal teams effectively, seek to understand user experience and stakeholder perspective on operational processes, and deliver clear solutions to stakeholders.

· Help drive end-user adoption of Salesforce through documentation, support and training of super users and Business Process Owners/Partners.

· Exposure to iterative/agile projects and with standardized development and promotion processes (staging environment vs. production).

· Create and maintain documentation on processes, policies, application configuration and help related materials for users (e.g. Salesforce Reference Guide).

· Fully understand the sales, service and customer service/admin operations/processes underlying the Salesforce implementation.

· Drive standards within Salesforce implementation.

· Approximately 15-30 travel days per year.

· Demonstrate Demant Values: We create trust | We are team players | We create innovative solutions | We apply a can-do-attitude

· All other duties as assigned

Qualifications

  • Strong understanding of the platform and experience with workflows, custom views, and other content of intermediate complexity. 
  • Good understanding of Salesforce best practices and functionality. 
  • Ability to work effectively in a global setup with a highly experienced team of operations & development colleagues in a fast-paced environment. 
  • Successfully driving tasks to completion. 
  • Ability to research, document and prioritize customer issues leveraging existing tools, escalating issues when required. 
  • Creative and analytical thinker with strong problem-solving skills. 
  • Must demonstrate the ability to communicate effectively at all levels in the organization. 
    Must be able to put them into the users place, and always provide outstanding service.  
  • Ability to critically evaluate information gathered from multiple sources and distinguish user requests from the underlying true needs. 
  • Ability to assess the impact of Change Requests from users and the impact these will have on the platform and processes. 
  • Understanding of business processes and having the ability to understand how these are expressed in a platform context. 
  • Great communicator who values communication and who are not afraid of reaching out to users, colleagues and stakeholders.  
  • Team player who understands the benefits of being part of a diverse team.  
  • Ability to come with ideas and solutions. 
  • Ability to travel by plane domestically/internationally required 

 

 

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status

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