Technology Systems Specialist

iEARN-USA - International Education and Resource Network; New York (NY); Remote; USD 60,000 - 65,000; Full time

Job summary

A leading non-profit organization is seeking an Adaptable HR Generalist. This remote position encompasses managing Salesforce data, providing user experience support, and maintaining data quality. The ideal candidate will have strong communication skills, attention to detail, and be able to handle multiple projects in a dynamic environment.

Qualifications

• 1-3 years’ prior experience in a technical support role.
• Salesforce experience required.
• Strong attention to detail and time management.

Responsibilities

• Manage Salesforce roles, profiles, sharing rules, workflows, and groups.
• Prepare reports and dashboards for various departments.
• Provide ongoing support and education for Salesforce users.

Skills

Attention to detail

Time management

Oral communication

Written communication

Customer service

Conflict resolution

Education

Associate’s degree or equivalent work experience

Bachelor’s degree preferred

Tools

Salesforce

Microsoft Office

Asana

Job description

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Pay found in job post

Retrieved from the description.

Base pay range

$60,000.00/yr - $65,000.00/yr

Direct message the job poster from iEARN-USA - International Education and Resource Network

Adaptable HR Generalist | Championing Workplace Excellence

Location: Remote

Salary Range: $60,000-$65,000

Position Reports to: Director of Global Education

Responsibilities

• Manage Salesforce roles, profiles, sharing rules, workflows, and groups.
• Import/update leads, contacts, and other data using current tools for select programs.
• Perform database maintenance tasks, including diagnostic tests and duplicate entry cleansing.
• Prepare reports and dashboards for Sales, Marketing, Operations, Service, and other departments.
• Automate processes using Salesforce tools such as process builder, flow automation, and validation rules.
• Manage, maintain, and organize Salesforce to ensure data entries are complete and accurate.
• Manage automated process and integrations in Salesforce.
• Process assigned cases accurately and consistently within the 48-hour SLA.
• Manage data quality to ensure the same source of data is used across multiple systems.
• Complete all organizations objectives in a timely fashion.
• Provide ongoing support and education for Salesforce users: answer questions, troubleshoot issues, and lead education sessions.
• Document key business workflows for Salesforce support processes.
• Evaluate new Salesforce releases.
• Provide application support to iEARN's international network of users relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.
• Keep documentation of network user service desk tickets and incident reports.
• Recognize both basic and advanced problems, conducts research, provides resolutions and follows up with users as needed, escalating more complex cases to the provider and provide resolution details to users
• Prepare standard statistical reports, such as help desk incident reports
• Prepare usage analytics reports for Marketing, Operations, Program, and other departments
• Consult with provider to explain software errors or to recommend changes to programs
• Stay current on all key support topics, including product knowledge and required technical and soft skills
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work
• Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction.
• Develop tutorials and training materials to support usage of platform by iEARN network users.
• All other duties as assigned.

User Experience

• Create visually appealing user-centered designs that meet user needs and drive business success.
• Apply consistent design patterns, and create new patterns for reuse with senior input.
• Proactively solicit feedback from stakeholders to continuously improve deliverables.
• Plan, coordinate, and conduct user research to guide product design decisions.
• Optimize information architecture to promote usability, while accommodating technical needs/constraints.
• Develop user flows and personas to facilitate feature design process.
• Engage in cross-functional design sessions for functional teams.
• Articulate designs by putting them in the context of business and user goals.
• Support the execution of user inquiries, helping to conduct sessions, analyze feedback and identify needs and insights.
• Participate in design discussions and collaborative sessions with teams and stakeholders, offering and providing feedback on concepts and ideas.
• Provide support in general business systems including google, Asana, and other internal systems.
• Maintain an awareness of industry and UX trends.
• Perform other duties as assigned.

Qualifications

• 1-3 years’ prior experience in a technical support role.
• Proficient in Microsoft Office suite.
• Salesforce experience required (and Bomgar preferred).
• Prior CRM experience required.
• PowerSchool & Schoology experience preferred, but not required.
• Strong attention to detail and time management.
• Strong oral and written communication skills.
• Strong customer service and conflict resolution skills.
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes.
• Maintain a positive attitude and foster a collaborative and unified work environment.
• Associate’s degree or equivalent work experience, Bachelor’s degree preferred.
• Ability to work in the United States. iEARN-USA is unable to sponsor work visas.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Non-profit Organizations

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