Salesforce Support Analyst/Administrator

About Dialpad

Ai that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Visit dialpad.com to learn more.

Who we are

Dialpad is the world’s most advanced AI-powered communications, collaboration, and contact center platform, providing a customer- and cloud-first solution that enables employees to work smarter from anywhere on any device through one, seamless enterprise application.

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.

What You'll Do:

• 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

Who You Are:

• Expert in Salesforce administration and CPQ process
• 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 multitask and prioritize in a fast paced, changing environment
• Strong communication and analytical skills

Education and/or Experience:

• Bachelor's degree or equivalent professional experience
• Salesforce Administrator Certification is a must
• 3+ years providing customer and internal support in a complex, integrated application environment
• 2-3 years providing Salesforce support

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.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate aboutDoing the Right Thing.This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging.

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