Job Description:

If you enjoy tackling complex technological challenges, then our experienced IT team may be the team for you! We provide top-notch creative solutions to help our employees be productive and successful from anywhere. We help support the critical infrastructure, systems, and processes that Dialpad needs to stay agile and scalable for the future. 

Your role

We are hiring for a Salesforce.com Support Analyst/Admin(SSA) for our Salesforce CRM development Team that is responsible for the technology and services that support our Sales Representatives worldwide. Dialpad is looking for an adaptable, high performing, motivated and self-reliant individual who has direct experience in Salesforce.com application processes end to end including CPQ and other Sales support tools. 

As a SSA at Dialpad - you'll be part of a passionate team of Salesforce Engineers and Systems Analysts who are responsible for supporting the Salesforce CRM platform which integrates with financial and billing systems. They work closely with technology liaisons of various platforms to troubleshoot issues and engage on issue resolution. The SSA must be an excellent communicator and have the ability to handle a high volume of requests from customers with varying technical skills. They pay close attention to detail, are strong at problem solving and not afraid to chase down answers. They must be proficient at documenting new processes and understand the underlying business operations in order to support users administering Sales, CPQ and related systems,keeping our platform running at high scale, speed, accuracy and reliability. You will collaborate with the team to deliver valuable functionality to our internal customers within the framework of an agile environment.

What you’ll do 

• Build relationships with key stakeholders in the Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations teams
• Develop user stories and process flows to support the development of technical solutions
• Resolve assigned cases following documented incident management life cycles processes
• Perform system/data security related to profiles, groups, sharing rules and permission sets
• Point and click configuration to optimize page layouts, flows,profiles, users, fields,objects
• Meet individual and team goals and service levels
• Move data changes through a standardized migration life cycle following industry best practices
• Perform analysis in the identification and resolution of integrated data - Data Integrity
• Work with other teams in the resolution of issues that span multiple applications and/or platforms
• Complete multiple service cases a day and coordinate with Support lead for prioritization of tasks in agile/kanban model
• Provide production support as part of the Salesforce Agile Sprint deployment team
• Document and maintain procedures resolving the recurring incidents.
• Perform daily, weekly and monthly data maintenance processes - Refresh cycle
• Provide a superior customer experience in all interactions with internal and external customers
• Review and build the backlog of Salesforce and other tool requests as prioritized.

Skills you’ll bring:

• 5+ years providing customer and internal support in a complex, integrated application environment
• 3+ years providing Salesforce Admin/Support
• Salesforce Administrator Certification **required**
• Expert in Salesforce administration and CPQ process
• Business Analyst background with support experience / Bachelor's degree or equivalent professional experience
• Familiarity with Outreach, Marketo and other appexchange package tools.
• Ability to understand business concepts and how they apply to Salesforce
• Advanced Excel knowledge and ability to handle Salesforce data migrations 
• Excellent documentation skills
• Ability to quickly grasp and apply business concepts and work on ondemand tools
• Strong communication and analytical skills

Benefits

Equity, Balance, and Belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation amp; Equity

Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.