Summary: The Salesforce Support Analyst (SSA) supports 1,800+ Canadian and U.S. customers across multiple business applications in the insurance brokerage industry. They are primarily responsible for supporting the Salesforce CRM platform which integrates with financial and agency management 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 group benefits policies, retirement plans, property and casualty and individual life insurance policies.
Essential Duties and Responsibilities:
* Provide a superior customer experience in all interactions with internal and external customers * Resolve assigned cases following documented case management life cycles processes * Perform system/data security related to profiles, groups, sharing rules and permission sets * 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 * 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 * Provide production support as part of the Salesforce Agile Sprint deployment team * Document and maintain procedures * Perform daily, weekly and monthly data maintenance processes
Knowledge, Skills, and/or Abilities:
* Familiarity with Callidus, Lawson, and/or EPIC AMS * Ability to understand business concepts and how they apply to application Salesforce * Advanced Excel knowledge * Ability to handle Salesforce data migrations * Preparation of data files using Excel to load with Apex Data Loader * Excellent writing and documentation skills * Ability to quickly grasp and apply business concepts * Ability to multitask and prioritize in a fast paced, changing environment * Strong communication and analytical skills
Education and/or Experience:
* Bachelor's or related * Business Analyst background * Experience with insurance industry back office operations * Three plus years providing customer and internal support in a complex, integrated application environment * 1- 2 years providing Salesforce support
Certificates, Licenses, Registration:
* None required
Physical Demand: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision and distance vision.
One of the largest insurance brokerage and consulting firms, NFP offers commercial insurance, corporate benefits and private client resources.