Salesforce Tier II Support Specialist at Zayo
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
Salesforce Tier II Support Specialist
The Salesforce Support Tier 2 team is the liaison between Salesforce Developers / Configuration and the users of Salesforce. The Salesforce Support (Tier 2) team troubleshoots and works with end-users to ensure that Salesforce meets their needs and keeps pace with changes in operations, policies and/or procedures.
Salesforce as used at Zayo is a highly customized and integrated system that supports not just Sales, but also all our primary order processing and service management operations. Integration to other systems is high and is continuing to grow.
This user will have at least 1 year of experience at Zayo or in a Junior Salesforce Support role and will have demonstrated their ability to be self-motivated with a strong work ethic and continuing desired to learn and grow.
Logging and tracking identified system problems through resolution, and providing day to day technical support via daily administration of IT Salesforce Support Cases.
Work with Sales and Service Delivery to troubleshoot issues to ensure compliance with proper procedure and salesforce adherence while supporting order completion.
Working with configuration of Salesforce including managing list views, email templates and page layouts.
Working with Salesforce Development team to assist with managing workflow rules, validation rules, field updates, apex classes, and metadata.
Providing report and dashboard training and where needed assisting users with report/dashboard design and management.
Keeping abreast of new Salesforce features/functionality, providing recommendations for process improvements, and communicating future changes.
Providing guidance and advice with the business regarding use & changes of Salesforce.
Developing, documenting, and implementing training for users and coworkers on processes, policies, application configuration and help related materials.
Managing special projects as assigned.
Experience in SalesForce Environment.
2+ years' experience working in the telecom environment (desired not required).
Demonstrated ability to effectively communicate both technical and non-technical issues and resolve problems at all levels of the organization both internally and externally.
Proven ability to document highly complex processes, procedures, and/or policies.
Highly motivated with an eagerness to learn new technologies, be part of a collaborative team, and maintain a transformational and creative mindset.
Critical Thinker - asks what else could this issue effect. Thinks in terms of short and long term solutions. Able to handle larger & more complicated cases
Project management and organizational skills with the ability to prioritize workload.
Ability to be flexible and assists other team members with their work
Ability to be communicate effectively to garner understanding with users
Takes initiative to learn about other departments & their needs
Takes initiative with their own Salesforce learning
CO pay range: $58,100-$81,270
Benefits, Rewards & Wellness
Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee
Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan
Excellent Health, Dental & Vision Insurance
Retirement 401(k) Savings Plan
Fitness membership discounts
Generous paid time off policy including paid parental leave
Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.