Business System Associate

• Serve as a trusted liaison between Customer Care business teams and IT development teams
• Help shape the customer experience through technology and process improvements
• Support and enhance Salesforce CRM, SAP, Five9, and Workforce Management platforms
• Leverage emerging AI technologies and automation tools
• Partner with stakeholders to understand challenges and translate business needs into actionable solutions
• Gather requirements and create user stories within an Agile environment
• Participate in Salesforce enhancement projects, system implementations, and User Acceptance Testing
• Provide first-line system support and troubleshooting for Customer Care users
• Train, support, and enable end users
• Maintain system configurations, user access, data integrity, and business documentation
• Identify trends, analyze issues, and recommend solutions to improve operational effectiveness

• High School Diploma or GED
• 3+ years of customer service experience
• 1+ years of Salesforce experience
• Preferred:
  Associate's Degree or higher
• Preferred:
  Salesforce Administrator certification or related Salesforce experience
• Preferred:
  Experience with AI tools and technologies, including Agentforce
• Preferred:
  Experience gathering business requirements and supporting system enhancements
• Preferred:
  Knowledge of Agile and Scrum methodologies
• Preferred:
  Experience training and supporting end users
• Preferred:
  Experience in a high-volume contact center environment
• Preferred:
  Familiarity with telephony platforms such as Five9
• Preferred:
  Strong organizational skills with the ability to manage multiple priorities
• Preferred:
  Proficiency with Microsoft Office applications including Word, Excel, and Power Point
• Preferred:
  Exceptional attention to detail and commitment to delivering high-quality results
• Preferred:
  Strong analytical and problem-solving skills
• Preferred:
  Excellent communication and collaboration abilities
• Preferred:
  Passion for technology and continuous improvement

Demonstrates expertise in Salesforce CRM and system enhancements, with a strong focus on customer experience and operational effectiveness. Proficient in gathering business requirements, training end users, and leveraging AI technologies within an Agile environment.

• Salesforce CRM Experience
• AI Tools and Technologies
• Agile Methodologies
• User Acceptance Testing
• Customer Service Experience

• Salesforce
• Data Integrity Management
• Business Requirements Gathering
• System Configuration
• Troubleshooting
• User Story Creation
• Process Improvement
• Operational Effectiveness
• Telephony Platforms
• Workforce Management

• Strong Organizational Skills
• Analytical Skills
• Problem-Solving Skills
• Communication Abilities
• Collaboration Abilities

• Salesforce Administrator Certification

• Customer Care
• High-Volume Contact Center
• Agile
• Scrum
• Emerging AI Technologies

• Salesforce CRM
• SAP
• Five9
• Workforce Management Platforms
• Microsoft Office