EverPro - Salesforce Technical Support Specialist (Remote, US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 745,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries.

We are looking for a Salesforce Technical Support Specialist to focus on our improveit 360 brand.   A part of EverPro, our improveit 360 brand offers a business enterprise CRM – a managed package deployed on Salesforce.  Our mission is to help remodelers and home improvement professionals be more successful by improving how they attract, service, and engage customers. Our platform automates and streamlines lead management, appointment setting, estimating, sales follow-up, project management, and business intelligence.  We are looking for people eager to help drive growth, innovation, and operational excellence.

As a Salesforce Technical Support Specialist, you will be a great teammate who is passionate about making a significant impact on a growing company! You are passionate about helping people and solving problems, and you'd love to help small business owners be successful.  You're looking for a role with the strong possibility for growth into either a more technical or customer relationship focused role as you learn the products and business operations.

What You’ll Do

• Troubleshoot and resolve technical issues in Salesforce
• Answer questions via tickets, calls, chats and emails
• Project manage technical and administrative tasks, all with a sense of prioritization, accuracy and urgency
• Salesforce configuration changes including (but not limited to) workflow, process builder, flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports
• Clearly and thoroughly document details of case requests and resolutions such that other team members can seamlessly understand the case history
• Maintain and contribute to our customer knowledge base
• Be resourceful while working with team members to devise creative solutions and/or workarounds to challenging issues

Required Experience & Skills

• 3+ years of customer service experience, preferably software; Bachelor’s degree completion is acceptable in place of prior experience, but not required for this role
• Experience with Salesforce.com platform
• Customer service experience that demonstrates responsiveness and professionalism
• Customer service software experience with Zendesk
• Self-driven with the ability to effectively prioritize and execute tasks
• Ability to listen, ask questions, build consensus and solve ambiguous problems
• Extremely strong attention to detail, yet able to explain complex concepts in simple, friendly terms.
• Ability to share knowledge and work in a strong team-oriented environment
• Technical aptitude to learn software and technology quickly in a fast-changing environment
• Resolve issues in a professional manner while working with challenging projects and objectives
• Proficient with Office 365
• Ability to speak out, take initiative, and challenge the status quo, while also being a true team player. We’re talking energy, integrity, positivity, a hunger for knowledge, and a passion for sharing it.

Highly Desired

• Salesforce Lightning experience
• Business-to-business experience in one of the following roles: Account Manager, Technical Support, Software Trainer
• Prior experience with Swarm methodology as applied to issue management & resolution
• Background in the Remodeling / Contractor / Home Pro Industry
• HTML – editing experience

Where:

The EverCommerce team is distributed globally, with teams across multiple regions. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require occasional travel to our Corporate Headquarters in Denver, Colorado, or to other office locations within the United States.

Benefits and Perks: 

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid 

• Continued investment in your professional development 

• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend. 

• 401k with up to a 4% match and immediate vesting 

• Flexible and generous (FTO) time-off 

• Employee Stock Purchase Program 

Compensation:

The target base compensation for this position is $50,000 – $60,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.