Associate, Salesforce Support

Job#: 3058989

Job Description:

Salesforce Support Consultant

Apex Systems is a global IT services provider and our consulting practice has an opening for a Salesforce Support- Consultantwho is a quick learner, and is able to present information to groups of people in a clear and easy to follow way for a Top Five Bank.

Client: Big 5 Bank

Location: REMOTE, Ontario (but may need to come into the office (Toronto) for town halls)

Terms: 12 Month Contract to Hire,

As the Associate, CAM Salesforce Support, you will assist in leading training sessions, onboarding, and support of the users in Salesforce, while providing a superior service experience in a call centre environment. You will also assist the Manager of the team with user adoption metrics tracking, any escalations, investigations, and ad-hoc administrative duties as needed. Additionally, you will assist with the testing of any application releases from a business perspective, consulting with technology and other business partners as needed to ensure robust and successful implementations.

Key Duties:

• Provide training, system demonstrations, and ongoing support to frontline users to improve adoption and ensure optimal use of the Salesforce CRM Financial Services Cloud application.
• Respond to emails and calls promptly in a professional, courteous, and knowledgeable manner, ensuring a superior client experience.
• Communicate with Salesforce users experiencing technical challenges to determine and document the issues.Consult technical manuals, user guides, and internal documentation to research and facilitate effective solutions.
• Reproduce, diagnose, and resolve technical problems faced by users of Salesforce and other integrated systems.
• Assist with user adoption metrics tracking, escalating issues, and providing feedback to improve system effectiveness and usability.
• Test Salesforce application releases from a business perspective to ensure robust and successful implementations.
• Analyze user inquiries and identify trends to recommend system enhancements or additional user training.
• Maintain a centralized log of problems and solutions to share knowledge and improve team efficiency.
• Support ad-hoc administrative duties and assist with after-hours application testing as required.
• Work collaboratively with internal teams, including technology and operations, to ensure seamless user support.

How You’ll Succeed

• Client Service Provide training, demos and support to frontline users inquiring on our emails received in the team mailboxes are responded to on a timely basis.Provide excellent client experience by responding to calls and emails in a courteous, knowledgeable and professional manner.
• Continuous Improvement – Track and analyze the types of inquiries received, watching for trends that may indicate education is required or an enhancement to the system is necessary. Your out-of-the-box thinking and proactive mentality will help you excel in this respect.
• Flexibility – You are willing to jump in and help however needed, including doing occasional application testing after hours.

Requirements:

• 1-2 yrs of experience as a UAT tester or BA
• Great written and verbal communication Comfortable with presenting to a large groupTake notes from the demos and work with the team to find solution.
• Comfortable with MS suit tools
• Worked with or used Salesforce in the past
• Need to be resourceful, proactive and self starter

Nice to have:

• French Speaking
• You can demonstrate experience with working in a call centre environment. Experience in the financial services and/or investment industry in a customer service role, or supporting Salesforce, would be an asset.
• You have working knowledge of the Asset Management operations. Knowledge of products offered by the firm, Canadian and US securities laws and regulations and Head office/Global Operations Structures is also preferred.
• You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or 844-463-6178.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.