Customer Support Analyst (mid)

Fonteva, Arlington, VA

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The primary focus of our Customer Support Analyst is to handle support issues for all Fonteva customers. This position is for someone who is highly motivated, self-directed, and has a desire to work on the Salesforce platform. This individual must possess excellent analytical and communication skills and have the desire to deliver outstanding support. As this is a customer-facing role, the Junior Customer Support Analyst must be able to communicate effectively with customers of varying technical abilities.

Duties

Responsible for providing technical support and a great customer experience to Fonteva customers by proactively managing issues through the case management lifecycle
Issues fielded by Customer Support include: software product defects, product enhancements, and customer specific software configuration and customization requests.
Ability to understand business requirements and translate them into functional and technical requirements is critical.
Follow established procedures to identify and escalate priority issues to the appropriate resources
Assist Customer Support Engineers with producing solutions that meet or exceed customer expectations
Act as liaison between customers and Customer Support Engineers to resolve product issues and complete configuration or customization requests
Continuously evaluate and identify opportunities to drive process improvements that positively impact customers’ experience. This includes driving new knowledge base content and participating in the Fonteva user community.
Effectively communicate customers’ desired functionality to the Product Management team
Other duties as business needs arise and require, as agreed with Supervisor

Minimum Requirements

Bachelor's degree in Computer Science, Software Engineering, Information Technology or a technical discipline is required
Salesforce certification (ADM 201), or ability to attain certification within 90 days of employment is required
Experience with Salesforce is required
3+ years of customer success or production support experience is required

Additional Requirements

Strong verbal and written communication skills
Detailed, organized, and results-oriented
Ability to multi-task and perform effectively under pressure
Ability to work effectively in a fast-paced, dynamic, team-oriented environment
Demonstrated interest in non-profits and associations a plus
Some travel necessary as required by customer

Fonteva provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Fonteva complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

About Fonteva

Our Vision We believe that what makes you unique is the source of your power, which is why we build personalized and strategic solutions optimized to turn your unique qualities into success for your customers and members. Our Mission To deliver highly configurable membership, events, and eCommerce applications on an innovative platform that can easily scale and quickly integrate with other business solutions.