This position is for a Tier 1 Client and Internal User Support role. The position requires the individual to work on both Client Reporting Tools (External Clients) and Salesforce.com "SFDC" (Internal Client) issues and requests. Client Reporting Tools are based on Microstrategy where the underlying data is Rx/Prescription Benefits Management "PBM" claims data. SFDC issue management cuts across numerous functional groups that use standard SFDC objects (Accounts, Opportunities, Cases, Tasks).
Several online training tools for both tool suites are available upon hire. An online knowledge base also exists for resolving more common issues. Previous help desk, Microstrategy, SFDC, and PBM experience is desired. Data analysis, research, testing, and problem solving skills are required. Many issues can be resolved and responded to using standardized templates. Issues must be addressed and resolved within our standard service level agreement, typically 2-3 days.
Strong written and oral communications skills are required as issue resolutions are systematically fed back to the requestor.
Demonstrates superior interpersonal, communication, customer relations, technical (trouble shooting) and priority management skills. Ability and initiative to work independently.
Ability to prioritize and handle multiple tasks on a daily basis. Demonstrated effective problem-solving ability. Ability to perform data analysis and maintain strong written and presentation skills. Knowledge of database systems development, Microsoft Word, and Excel.
Demonstrates punctual, professional and responsible demeanor at all times. Works with other department heads to resolve issues. Performs all other duties as assigned. Work is neat, orderly, timely and accurate.