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Salesforce Support Analyst

Posted:Friday, August 5, 2022

Job Description:

Work Beautifully

Dialpad is where work comes together—one, beautiful workspace for anywhere communication amp; collaboration.  With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together. 


Our People. Our Culture

At Dialpad, we believe that when the right people come together, anything is possible. We’ve created an incredible, passionate, and welcoming culture that truly makes Dialpad an amazing place to work.  We also place equity, balance, and belonging at the heart of everything we do.


At Dialpad, work isn’t a place you go, it's a thing you do. And we don’t just build products for anywhere workers—we are anywhere workers. With offices in the Bay Area, Austin, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore to support our hybrid workers, and remote workers around the world, we are dedicated to building a diverse workforce, where each individual is welcomed and valued for their different perspectives and contributions. 


Join The Movement

After founding Google Voice and radically transforming consumer communications, our founders set out to completely transform the way the world works together. With over $2B in valuation and funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.


The team

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. 


What you will achieve


We are hiring for a 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 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.



Who you are




Education and/or Experience:


By Day 30...


You will learn about the Dialpad products, Company, and Org structure.

You will have an understanding of our internal operations processes and will start to employ them.

You will have an understanding of Dialpad’s primary business applications– including what we’ve built in Salesforce and other Sales support tools — and have worked with your manager to develop a plan to train up on applications you are not yet familiar with.

You will have built relationships with key stakeholders in the Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations teams.

You will understand Diapad’s sales lifecycle and the various roles in Sales plays in the customer’s lifecycle.

You will work with diverse teams across time zones while acting as an interface between the business, rev ops, IT and the greater systems teams.

You will be hands-on working on the ticketing system to close all the on-demand jira support tickets.


Day 60...


You will be part of regular prioritization meetings with Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations teams to understand opportunities for process and systems improvements and capture and document business requirements.

You will develop user stories and process flows to support the development of technical solutions.

You will have reviewed the backlog of Salesforce and other tool requests and will have shipped many process enhancements for Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations teams.

You will have a strong understanding of the business needs of Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations teams , and you’ll prioritize and initiate larger strategic projects to stabilize and/or enhance their business applications and processes.

You will support the Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations teams with day-to-day systems requests.

You will continue working on the ticketing system to close all the on-demand jira tickets.


Day 90...


You will support managing the strategic business systems projects using Jira and project management best practices – following a Design, Build, Test, Train, Deploy methodology.

You will deliver strategic projects related to Sales, Customer Ops, Professional Services, Channel amp; Partner Success and business applications that align with company objectives and drive business outcomes, leading not only the technical system changes, but new process deployment.

You will drive discussions within the team and cross-functionally around how we can improve our day-to-day operations and then implement the changes that add the most value with a KPI driven approach.

You will act as a level-1 primary subject matter expert for internal systems and processes. 

You will have expanded your influence across the teams, driving process and improvements where appropriate.

You will have supported the evaluation, design and architecture of the Sales, Customer Ops, Professional Services, Channel amp; Partner Success and Business Operations technology stack.

You will continue working on the ticketing system to close all the on-demand jira tickets.



We’ve been named a Top Workplace seven times because we truly live and breathe our culture. In alignment with one of our core values, “Skill amp; Will,” we strive to bring on only the most passionate and talented people to our team. Collectively, Dialers work together to solve problems that help the everyday worker. We foster a collaborative environment where people are elevated, wins are celebrated, and development is encouraged. 

Compensation and Equity

Teamwork makes the dream work. Recognizing that our talented and committed team members drive our success, Dialpad offers competitive salaries in addition to stock options because each Dialer participates in our success.

Healthcare and Wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for  medical, dental, and vision plans for all employees. In addition, we offer resources for you through our Employee Assistance Program. We even offer a monthly stipend to help cover your gym membership costs and offer a variety of wellness events to attend. Who wants to join a fitness class, a zen session, or a cooking class? That and more are available to all Dialpad employees!

Equity, Balance, and Belonging

At Dialpad, we value the humanity that makes each of us unique. We strive to ensure everyone is supported equitably, and Dialers are free to bring their full selves to work each day, and celebrate others doing the same. We champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Flexible Work Accommodations  

These days, it’s business as unusual. That’s why we offer a monthly stipend to help cover your cell phone and home internet. We also cover costs for home office equipment and encourage employees to take advantage of our generous time off and vacation policy. 


We believe in your future as much as you do! That's why we offer a yearly stipend for continued learning and education expenses.

Dialpad is an equal opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.


Click Here to Apply Now

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