Purpose of Position
The CRM User Experience and Adoption team is a pillar of Awin's CRM department, which runs and develops the company's Salesforce CRM system further.
We are seeking a dedicated and enthusiastic User Support Specialist to join our team for a 6-month fixed-term contract.
This role is pivotal in ensuring that our Awin users have a seamless experience with the Salesforce platform. The ideal candidate will be a proactive problem solver with a passion for technology and customer service.
Key Tasks
- Provide Technical Support: Offer timely and effective support to users experiencing issues with the Salesforce platform.
- Troubleshoot and Resolve Issues: Diagnose and resolve technical problems, ensuring minimal disruption to users.
- Collaboration: Work closely with Business Analysts and Technical Specialists within the team to resolve escalated support queries, ensure comprehensive support and knowledge sharing.
- Documenting Processes: Create and update knowledge base documentation detailing types of support query and their steps to resolution.
- Multi-tasking: Handle multiple support requests simultaneously, prioritising tasks based on urgency and impact.
- Continuous Improvement: Identify recurring issues and suggest improvements to enhance the user experience.
Skills & Expertise
- Problem-Solving Skills: Ability to think critically and solve complex issues efficiently.
- Inquisitive Mindset: Eagerness to learn and stay updated with the latest Salesforce features and updates.
- Time Management: Efficient in managing time and prioritising tasks to meet agreed service level deadlines.
- Communication Skills: Excellent verbal and written communication skills to interact effectively with users and team members.
- Customer Service Orientation: A passion for helping others and providing exceptional customer service.
- Technical Proficiency: A strong understanding of the Salesforce platform and its functionalities.
- Experience: Previous experience in a user support role, particularly with Salesforce.
We also value
- Detail-Oriented: Attention to detail in diagnosing and resolving issues.
- Team Player: Ability to work collaboratively within a team environment.
- Adaptable: Flexibility to adapt to changing priorities and user needs.
- Positive Attitude: A positive and proactive approach to problem-solving and user support.
- Certifications: A relevant Salesforce Administrator Certification is a plus, such as Administration Essentials for New Admins (ADM201).
Our Offer
- Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
- Remote Working Allowance: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
- Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions
- Development: We've built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development.
Established in 2000, Awin is proud of our dynamic, social and inclusive culture.
Like all businesses, we've had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin' hub brings our colleagues from across the globe together for various social activities.
Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world's leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.
Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.