Service Desk

6 months ago

Pune Maharashtra, India Avalara Full time

Overview:
Are you interested in learning about multiple Salesforce clouds and seeing how an enterprise company has deployed Sales, Service, Experience Clouds, CPQ and Billing? This is a superb opportunity to level up your Salesforce knowledge rapidly by helping internal stakeholders resolve issues that range from Access Controls to explain why expected processes in Salesforce are not working.

**Responsibilities**:
As a Service Desk Administrator, you will receive multiple tickets per day that will require triaging and action. Some of these will be quick Tier 1 access tickets, others will be about reporting and dashboards and many will be a question from a User about why their records are not behaving as expected.

As an integral team member on the Service Desk, this position will take ownership of Tier 1 & Tier 3 tickets, resolving them within specified SLAs.

**Duties**:

- Be available to work a split shift with 4-6 hours overlap with the US, i.e. 7 am - 2 pm PST.
- Review all tickets assigned daily, ensuring that no ticket is surpassing its SLA
- Respond to ticket submitters in a timely and courteous fashion
- Review and learn Avalara’s Salesforce automated processes
- Utilize existing runbooks to answer questions and update and create runbooks when needed
- Establish relationships with all Salesforce Business Application Team members and reach out to relevant Scrum Teams for consultation about the ticket in question before asking questions of the submitter
- Perform Tier 1 & 2 work, such as assigning permission sets or licenses to Users, changing data on fields, uploading data, running reports & more
- Troubleshoot Tier 2-3 level tickets, that require thorough Salesforce Administration skills, such as analyzing Flows, dynamic DBS, complex reports and more.
- Use detail-oriented analytical approach to complete requests - ensuring correct permissions, roles, or data are assigned
- Adhere to strict approval processes and compliance rules
- Perform data manipulations in Excel using X/Vlookups & other basic Excel functions
- Diagnose Salesforce behavior by following a proscribed triaging pattern: analyzing, Profiles, Perm Sets, Apps, Record types, automation rules and more.
- Run queries in workbench in order to understand the data

Qualifications:
**General Qualifications**
- 3-5 years of Salesforce administration experience, Help Desk services are preferred
- Salesforce Administrator Certification, Salesforce Platform App Builder Certification, or equivalent experience.
- Solid understanding in business analysis including demonstrated use of intermediate Excel skills (Pivot Tables, VLookups)
- Demonstrated experience troubleshooting issues in Salesforce

**Preferred Qualifications**
- Demonstrated experience
- Experience working with large-scale, complex datasets
- Experience using Salesforce data tools such as Data Loader and Workbench
- Exposure to iterative/agile projects and with standardized development and promotion processes (staging environment vs. production)

About Avalara:
**About Avalara**:
We’re building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there’s an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes — the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That’s a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone. That’s why we’re growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Brazil, Canada, India, U.K, Belgium and across Europe.

**Equal Opportunities**:

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