Salesforce CRM Support Analyst, Level 2

Job Summary

The Level 2 CRM Support Analyst serves as a key collaborator within the CRM support structure, demonstrating comprehensive expertise in  (SFDC) as well as a thorough understanding of Sales Team processes. This role encompasses technical requirements, system configuration, user support, and compliance with all relevant policies and procedures. Reporting to the CRM Support Manager, the Level 2 CRM Support Analyst functions as the initial escalation point for Level 1 CRM Analyst support issues.

While primarily remote, this position requires periodic in-office meetings at the corporate office located in Atlanta’s Perimeter area. Candidates must reside within the Atlanta metropolitan region. Travel obligations are minimal, not exceeding 10%.

Job Location

This is a remote position, but candidates must be located in the state of Georgia within driving distance to the corporate office in the Perimeter area of Atlanta.

• Oversee and manage daily support case queues.
• Work closely with Level 1 CRM Support Analysts to address and resolve escalated cases promptly.
• Assess and escalate cases to Level 3 Support (Admin/Dev Level) when advanced troubleshooting is necessary providing investigative results in a technically appropriate manner.
• Ensure regular and transparent updates to customers regarding case status through phone, case comments, or email communications.
• Contribute to the development and maintenance of the Knowledge Base to address frequently asked questions and improve support efficiency.
• Maintain up-to-date knowledge of all SFDC configurations and technical capabilities, particularly regarding system changes and scheduled release upgrades. Assist with review and implementation of release updates as appropriate.
• Support CRM Analysts during collaborative training sessions with Business Unit Trainers and Sales Operations teams, conducted in person, by phone, or via email.
• Provide consultation services to Corporate Marketing for SFDC operations, including generating and refining mailing lists and automating processes for national campaigns.
• Assist in the Configure Price Quote (CPQ) process by managing approval rules both OOTB and through ancillary Objects , Docu Sign document previews, and related updates.
• Prepare ad-hoc reports as requested by users or stakeholders, conduct data analysis, and support CRM Analysts with complex reporting needs.
• Monitor, verify, maintain, and communicate system metrics to identify trends in usage and ensure data integrity, particularly concerning integrations and data uploads.
• Partner with CRM Analysts to execute ongoing system administration and develop long-term support processes, including:
• Advising on security settings and conducting regular audits of security and configuration.
• Managing new user setups, deactivations, and the transfer of account ownership for deactivated users.
• Implementing configuration changes, from routine field modifications to more intricate projects such as field re-mapping or record updates, leveraging tools like Data Loader and Inspector
• Performing regular data audits to enhance data integrity and identify opportunities for process improvement.
• Administering mass data imports using APIs or import tools upon request.
• Assist with or own, documenting complex resolutions using Salesforce Knowledge Articles
• Continuously monitor integration outcomes and collaborate with the Integrations team to uphold data integrity.
• Cooperate with CRM Analysts or Development teams to fulfill customization requests from SFDC business trainers, which may include creating flows, alerts, automated responses, and supporting:
• Manual and automated data entry and clean-up tasks.
• Maintenance of picklist, report folder, and dashboard naming conventions.
• Modification of sharing models and case notification settings.
• Creation and management of email and mail merge templates.
• Customization of list views and addition of custom fields or picklist values.
• Importing/updating campaign data and adjusting OOTB and custom lead assignment rules.
• Establishment of web integration links and execution of debug log analyses.
• Initial review or triage of existing automation