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Salesforce Support Analyst

Company: United Wholesale Mortgage
Location: Oakland
Posted on: November 21, 2020

Job Description:

This role is primarily focused on supporting Salesforce as a CRM platform solution for UWM's user base and Salesforce Community. The selected candidate will be responsible for fielding support requests daily while providing end-to-end customer support and documentation. WHAT YOU WILL BE DOING Troubleshoot issues with Salesforce Resolving issues received via Salesforce or email Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution Effectively communicate with all levels of internalexternal clients Sense of urgency must be demonstrated at all times Logging all client interactions in a ticket tracking system Escalate issues that cannot be resolved at a first level while remaining the point person until the resolution of the issue Suggest new processes that will help streamline persistent issues that arise Continue learning new technologies and mortgage processes Document reoccurring processes Effectively communicating back to clients and to appropriate internal teams Document and maintain standard operating instructions and installation procedures Client Coordination point for IT initiatives Focus on proactive and informative communication Perform routine daily tasks as defined by Team Leader WHAT WE NEED FROM YOU Required High School Diploma 1-3 Years in client service role A proven ability to troubleshoot issues, triage, and escalate when appropriate Experience with Customer Relationship Management (CRM) applications Familiarity with cloud-based technology Familiarity with call center practices and procedures Strong problem-solving and decision-making skills Ability to work effectively and with minimal direct supervision Detail-oriented Outstanding client service skills Quality-conscious Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused Preferred Mortgage andor Financial Services industry experience Experience with Salesforce, either as an Administrator or an end user THE PLACE THE PERKS Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It's all happening on UWM's campus, where our award-winning work place packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement. From the team member that holds a door open to the one that helps guide your career, you'll feel the encouragement and support on day one. No matter your race, creed, gender, age , sexual orientation and ethnicity, you'll be welcomed here. Accepted here. And empowered to Be You Here. It's no wonder that of our six pillars, People Are Our Greatest Asset is number one. It's at the very heart of how we treat each other, our clients and our community. Whether it's providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life. More reasons you'll love working here include Paid Time Off (PTO) after just 30 days Additional parental and maternity leave benefits after 12 months Adoption reimbursement program Paid volunteer hours Paid training and career development Medical, dental , vision and life insurance 401k with employer match Mortgage discount and area business discounts Free membership to our l arge, state-of-the-art fitness center , including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon Gourmet cafeteria featuring homemade breakfast and lunch Convenience store featuring healthy grab-and-go snacks In-house Starbucks and Great Lakes Coffee Roasting Company I ndooroutdoor caf with Wi-Fi DISCLAIMER All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills andor ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. Apply for this job online Refer this job to a friend Share on your newsfeed Connect with UWM Not sure what to apply for? Connect with us to speak with a recruiter and explore opportunities

Keywords: United Wholesale Mortgage, Oakland , Salesforce Support Analyst, Other , Oakland, California

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