Salesforce Support Analyst (f/m/d)

Germany — Munich | Sales / Business Development

ABBYY powers intelligent automation. We reimagine the way people work and how companies accelerate business by delivering the intelligence that fuels automation platforms. Our solutions transform enterprise data and empower you with the insights you need to work smarter and faster. We help more than 5,000 companies globally, including many of the Fortune 500, to drive significant impact where it matters most: customer experience, profitability, and competitive advantage.
We bring together top experts from all over the world to form our growing team of 1,300+ employees. Our offices are based in 15 countries with headquarters in the United States. Joining ABBYY’s Sales team means being part of a professional community who enables your success. Our flat hierarchy allows employees across the world and functions to make a direct impact on our business strategy, while people programs like health and fitness challenges, Volunteer Time Off policy, internal lectures, and social events foster teamwork and work-life balance.
We are looking for a Salesforce Support analyst (f/m/d) who's main responsibilities will cover user support and system administration (Service request, change request, etc).
We invite you to join our team. Reimagine your future with countless opportunities and a team who champions your success!

Responsibilities

• Prompt support to user requests raised through ticketing system, e-mails, or chat: communication with the end users regarding ticket priority, ticket details, status, expected delivery date, and possible workarounds
• User training and guidance about correct system processes
• Diagnosis of Salesforce incidents, identification of the root cause (if possible), reproduction of the incident in the sandbox and testing
• Documentation of the incidents and change requests in development task management tool: detailed description, including requirements, incorrect behaviour and expected behaviour
• User management: user activation and deactivation, including permission sets assignment and partner portal user administration
• Data management: record creation, deletion, and update
• Reports and dashboards creation
• Requirements gathering and description
• Implementation of changes that don´t require development, preparing deployment manifest
• Cooperation with Business Analysts team and Developers team

Requirements

• University or equivalent degree in Computer Science, information systems, or other technology-related field
• 1+ years of experience in Salesforce Administration
• Understanding of databases basics, system, and data integration architecture
• Outstanding knowledge in Microsoft Office
• Ability to apply critical thinking and problem-solving skills
• Ability to use initiative to organize and prioritize work, meet deadlines, and improve process efficiency
• Ability to work in fast pace environment, adapt to changes in business needs and work with little supervision
• Ability to both work independently and cooperate with the team members
• Must be self-motivated, dedicated, reliable, organized with attention to detail and eager to extend the knowledge by accepting and mastering new challenges
• Business fluent English, a further European language with professional proficiency would be of benefit,_ but not required_
• Salesforce Administrator Certification would be of benefit,_ but not required_

We enable you to:
Be a Trusted Advisor
Our global expertise includes various industries, such as Financial Services, Insurance, Transportation & Logistics, Healthcare, Government, and Legal. We are a significant player in the RPA and broader intelligent automation market through strategic partnerships and embedded technology licensing with leading vendors. As part of our team, you're a member of a trusted community that continually strives to achieve the best results for our customers.
Be Limitless
Every opinion counts. Our flat hierarchy allows team members from across the globe and functions to propose and collaborate on new ideas. We provide several opportunities for feedback, both from leaders and directly to our managers. The leadership team at ABBYY is ready to chat about your ideas and your colleagues are ready to support you.
Be Flexible
Work-life balance looks a little different for everyone. Employees regularly collaborate with their managers to design a workday that works best with flexible hours. Our different time off programs allow employees to set aside personal time for educational conferences, volunteering, and other activities. Let’s find the balance that allows you to be your most successful.
Be Yourself
The success of our employees is a top priority for us. We value a culture of trust, collaboration, and respect by fostering open communication, a continuous cycle of feedback, and recognition. We know every team member brings unique value and aspirations. Grow your career through our learning development programs and be supported by our employee resource groups and other people programs. We can’t wait to learn more about you.
ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace.
#LI-DNI

Job Type: Full-time