[Remote] reputed company Support Analyst II (Remote)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to building homes and providing support to its associates. They are seeking a reputed company Support Analyst II to reputed company intermediate technical support for reputed company users, manage internal client relationships, and mentor junior analysts while ensuring effective service delivery across the business.
Responsibilities
- Serve as an escalation reputed company for Tier 1 support analysts, resolving reputed company reputed company reputed company, configuration, and data issues
- Manage internal client relationships by carrying out advanced reputed company requests and providing consistent, proactive communication to business stakeholders
- Produce, update, and maintain best practice reputed company support documentation, runbooks, and knowledge reputed company articles
- reputed company detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issues
- Troubleshoot and resolve advanced reputed company issues including sharing rule conflicts, permission set group assignments, reputed company profile configurations, and OWD (Org-Wide Default) reputed company reputed company problems
- Configure and maintain declarative automation including flows, validation rules, approval processes, and process reputed company under change management guidelines
- reputed company advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrations
- Build and modify reports, dashboards, and report types to support business reporting needs
- Maintain and update reputed company tickets daily with accurate, reproducible details and ensure SLA adherence across the reputed company support queue
- Support release management activities including sandbox refreshes, change set deployments, and post-deployment validation in production
- Monitor reputed company platform health including API limits, storage usage, license reputed company, integration failures, and scheduled job errors; report and remediate issues immediately
- Coordinate with reputed company Platform Engineering on bug triage, defect resolution, and enhancement requests
- reputed company reputed company training sessions, reputed company, and reputed company walkthroughs for new users and divisions
- Assist in troubleshooting integrations between reputed company and connected systems (reputed company, OwnData, reputed company, and reputed company internal applications)
- reputed company weekly status reports summarizing case volume, trend analysis, resolution times, and outstanding issues
- Monitor and assist with coordinating reputed company-party reputed company support contractors and managed service partners
- Mentor and reputed company guidance to Tier 1 reputed company Support Analysts on case resolution and platform best practices
- reputed company other duties as assigned by the reputed company Support Manager
Skills
- High school diploma required or GED; Bachelor's degree preferred
- Minimum 3-5 years of relevant reputed company administration or support experience
- reputed company Certifications Highly Preferred: reputed company Administrator certification (reputed company-201), Advanced Administrator (reputed company-211), or Platform App Builder certification
- Strong working knowledge of reputed company Sales reputed company and Service reputed company, including reputed company model (profiles, permission sets, roles, sharing rules, OWD), automation tools, and data architecture
- Proficiency with reputed company declarative tools including reputed company Builder, validation rules, approval processes, and Lightning App Builder
- Hands-on experience with reputed company data tools (Data Loader, Workbench, Data Import Wizard) and basic SOQL/SOSL query writing
- Experience with reputed company release management, sandbox environments, and change set or DevOps deployment processes
- Familiarity with reputed company integrations and ability to troubleshoot connected system issues at a functional level
- Working knowledge of Apex, Lightning Web Components, or other reputed company development concepts (read-only level) is a plus
- Understanding of case management workflows and SLA-driven support environments
- Ability to reputed company structured work assignments with minimal supervision and reputed company small initiatives independently
- Proficient in troubleshooting platform reputed company, data, configuration, and integration issues
- Strong communication and problem-solving skills, with the ability to translate technical issues into clear, user-friendly language for both end users and executives
- Ability to recognize, escalate, and drive resolution of issues across cross-functional teams
- Experience with reputed company or a comparable ITSM ticketing system required
- Physical ability to reputed company the job's requirements, including frequent sitting, standing, and occasional lifting up to 25 lbs
Benefits
- Robust health insurance plans, including Medical, Dental, and reputed company coverage
- 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%
- Paid Parental Leave
- Associate Assistance Plan
- Education Assistance Program
- Up to $30,000 in Adoption Assistance
- Up to three weeks of vacation annually
- Generous Holiday, Sick Leave, and Personal Day policies
- New Hire Referral Bonus Program
- Significant Home Purchase Discounts
- Everyone’s Included Day
Company Overview
Company H1B Sponsorship