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Salesforce Support Analyst (Pearson K-12 Learning)

Pearson – Olympia, WA

**Description**
**Company Overview**
Pearson K-12 Learning is an education company delivering award-winning learning solutions for early childhood through high school and more. Our interactive tools and content range from digital and print core curriculums, to supplemental content, intervention programs, and professional services.
Recognized as an industry leader, we serve millions of learners with innovative student-centered curriculums that embrace technology, state and district-level educational standards, personalized learning, and data to inform classroom practices and instruction.
We partner with educators who are equally passionate about learning to help turn todays classrooms into active workshops and inspire everyone to go further. Our comprehensive solutions are immersive, collaborative, and flexibledelivered online, offline, anytime. Our goal is to deliver the best possible learning experiences so that every student has the chance to succeed.
Together, were creating a new era of education that supports our changing world. Learn with us.
**Position Summary**
The Salesforce Support Analyst is responsible for providing support to the Salesforce users. Support is managedthrough Salesforce Chatter. Issue resolution will be managed in Salesforce and other sales tools.
**Responsibilities**
Manage Salesforce Chatter support responding to level 1 user questions/issues. Escalate level 2issues to the appropriate teams.
Level 1 issues include:
>Opportunity team access management
Opportunity stage changes
Sample order cancellation requests
Self Sample user setup
Basic user training questions
Provide basic laptop support to investigate and resolve user connectivity issues.
Assist Director of User Admin and Support additional projects as needed.
**Qualifications**
**Related work experience**
2 years of related work experience in user support role.
**Formal education or equivalent**
Associates degree preferred.
Experience with CRM and database management tools.
**Skills**
Excellent organization and communication skills.
Excellent people skills.
Experience with desktop support.
Experience with Salesforce.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
**Primary Location: ** US-RE-Remote
**Work Locations: ** US-Remote Remote
**Job: ** Technology
**Organization: ** North America
**Employee Status: ** Regular Employee
**Job Type: ** Standard
**Shift: ** Day Job
**Job Posting: ** Jun 24, 2019
**Job Unposting: ** Ongoing
**Schedule: ** Full-time Regular
**Req ID: ** 1907806
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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