Salesforce Technical Support Lead
FUNDINGO is seeking a Salesforce Technical Support Lead to join our team. This position is an excellent opportunity for candidates looking to get in the door with a very exciting and rapidly growing SaaS company. FUNDINGO is a loan management solution, created by industry experts and designed specifically for alternative lending companies. It streamlines the entire process of originating, underwriting, and servicing loans.
About the Role
As a Salesforce Technical Support Lead, you will play a vital role in our growing company. You are the primary point of contact for clients needing support. The Salesforce Technical Support Lead will be working directly with clients post go-live to assist with their ongoing support needs.
Responsibilities
Support Ticket Management and Prioritization
Oversee and conduct initial review of support tickets. Assess severity and technical requirements of incoming tickets. Prioritize and respond to urgent issues causing business interruption.
Technical Review
Perform initial technical analysis for issues, identifying whether they require developer intervention. Handling as many requests as possible through your own Salesforce and FUNDINGO knowledge.
System Updates
Addressing client requests for new Salesforce reports, flows, and package updates, and configuring various system functionality typically managed by a system administrator. Scope new functionality for custom development when applicable.
Client Communication
Respond promptly to clients, confirming receipt of issues and requesting additional information when necessary. Continued follow through until resolution.
Technical Briefing & Collaboration
Provide detailed briefings to technical personnel to facilitate efficient troubleshooting. Schedule and participate in meetings with developers to collaboratively resolve issues.
Client Advocacy in Product Roadmap
Participate in product prioritization meetings with managers to represent client needs and report on current issues. Link product and support tickets for package updates or fixes.
Grow & Adapt
Learn from previous issues and technical peers to allow for a higher rate of self resolution vs. escalation of support issues.
Qualifications
- Salesforce experience is a must: 2+ years of hands on experience
- Organizational Skills: Demonstrated ability to manage multiple tasks and projects efficiently
- Follow-Through: Proven track record of effectively seeing tasks through to completion
- Client Advocacy: Strong focus on understanding and advocating for client needs
- Communication Skills: Excellent written and verbal communication abilities
- Lending Industry Experience: Previous experience in the lending industry, especially with Fintech solutions like nCino, is advantageous for understanding the technological and functional aspects of the role
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FUNDINGO is a comprehensive SaaS solution designed to streamline and enhance the loan lifecycle. FUNDINGO, built on the Salesforce platform by industry experts, is specifically designed for non-bank lending companies, making the entire process of originating, underwriting, and servicing loans more efficient. We are seeking a dynamic and experienced individual to join our team as a Customer Success Manager.
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View DetailsOperationsSalesforce Administrator
FUNDINGO is a rapidly growing technology company, helping revolutionize the future of technology through the world's #1 CRM platform, Salesforce. FUNDINGO is a certified Salesforce Partner, specializing in solutions for the Alternative Lending industry. We develop and implement custom Salesforce CRM solutions, integrate systems, enable user adoption and give companies the foundations to reduce costs, increase efficiency and maximize ROI.
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