Salesforce Support Analyst

Verasolutions; Johannesburg; On-site; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive compensation

Diverse and inclusive work environment

Opportunities for learning and development

Job summary

A leading technology social enterprise in Johannesburg seeks a Support Analyst to manage client portfolios and provide support around data solutions. This role requires a Bachelor's degree, Salesforce experience, and a strong aptitude for technology and data. The successful candidate will play a critical role in enhancing client engagement and experience in a collaborative team environment.

Qualifications

• 3+ years of professional experience in the technology or social impact space.
• 2-3 years of Salesforce Consulting or Administration experience.
• Demonstrate interest in social sector.
• Excellent written and verbal communication skills (English).
• Detail-oriented; efficient with multitasking and organizational skills.
• Collaborative spirit; eager to learn, grow and improve.

Responsibilities

• Manage a portfolio of clients and serve as their trusted partner.
• Assist Senior Support Analysts on complex Managed Services engagements.
• Communicate regular status updates on open client tickets.
• Handle product queries and troubleshooting via internal boards.
• Communicate regular status updates on open client tickets and SLAs.
• Develop deep product knowledge to support issue resolution.
• Collaborate to project manage customer success initiatives.
• Monitor product quality, adoption and user feedback throughout lifecycle.

Skills

Client relationship management

Problem solving skills

Excellent written and verbal communication skills (English)

Collaborative spirit

Detail-oriented

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

• Location: Johannesburg, Hybrid - 2 days in-office/week
• Check out our values-driven benefits below!

Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help social impact organizations tackle challenges and achieve greater impact globally. We’re a self-motivated, creative group that encourages all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise and certified B Corporation, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

Position Overview

The Support Analyst will be part of our growing Support team at Vera Solutions. This is a unique position where you will have the opportunity to manage a portfolio of clients and uplift their experience by providing Managed Services and support around their existing data solutions and products. This position is a highly collaborative one where you would work both internally and externally with clients. This will provide you with a valuable experience of understanding Vera’s culture, the teams, product and most importantly our clients.

Primary Responsibilities

• Manage a portfolio of clients. Be their trusted partner and lead charge for all service requests and queries
• Serve as the Primary Analyst on Managed Services engagements
• Assist Senior Support Analysts on complex Managed Services engagements
• Work on product queries and troubleshooting requests created on the internal Product Support Board
• Execute miscellaneous tasks assigned by Support Manager
• Communicate regular status updates on open client tickets maintaining standard SLA
• Develop deep expertise on core product features and functionality to help with issue troubleshooting and resolution
• Drive communication and engagement with clients
• Help improve engagement of product features via communication campaigns
• Collaborate internally to project manage customer success/service projects from planning to execution
• Monitor and report on product quality, adoption and user feedback throughout client’s lifecycle

Qualifications and Experience

• Bachelor’s degree or equivalent
• Demonstrate interest in social sector
• 3+ years of professional experience in the technology or social impact space
• 2-3 years of Salesforce Consulting or Administration experience
• Strong aptitude for technology and data
• Curiosity and problem solving skills
• Excellent written and verbal communication skills (English)
• Client relationship management skills
• Detail-oriented; efficient with excellent multitasking and organizational skills
• Collaborative spirit; consistent desire to learn, improve and grow

Vera Solutions offers competitive compensation (including benefits), commensurate with experience and cost of living.

How to Apply

Complete an online application by clicking apply below.

Vera Solutions is committed to fostering a diverse and inclusive environment and encourages applicants from underrepresented backgrounds to apply.

What makes Vera such a great place to work?

Our Values

In everything we do, we’re guided by our core values: Excellence, Sustainability, Teamwork, Leadership, and Impact.

Our Mission

As a certified B Corporation, we meet the highest social and environmental standards in pursuit of our mission.

Our Global Team

Our wonderfully diverse team spans 5 continents and speaks more than 15 different languages.

We are invested in and committed to making training, learning, and development one of Vera’s signature strengths.

Diversity & Inclusion

We value our culture of diversity and inclusion in the workplace. We bring our full selves to work and position each other to thrive.

We run an annual leadership development initiative for emerging leaders at Vera.