Salesforce Support Analyst

Yelp connects people with great local businesses. Our users have contributed approximately 108 million cumulative reviews of almost every type of local business, from restaurants, boutiques and salons to dentists, mechanics, plumbers and more. These reviews are written by people using Yelp to share their everyday local business experiences, giving voice to consumers and bringing “word of mouth” online.

We are looking for a Support Analyst to join our top-notch Sales & Marketing Infrastructure team of analysts, engineers, and administrators. In this role, you will be responsible for supporting, scaling and improving Yelp's global CRM system. Join a fun team that helps ensure that we have an effective and scalable platform for our business-critical Sales & Marketing departments.

* Address customer support requests which may involve: updating restricted permissions, field/formula field updates, reports, workflow rules, validation rules, etc. * Handle a high volume of customer support requests that require careful scrutiny and emotional intelligence. * Work with customers to understand their needs, identify the problem and direct them to the proper solution or provide instructions for self-help to routine problems. * Review support cases independently for technical and troubleshooting accuracy. Using that skill to identify redundancies/issues/design and process flaws which lead to system improvement recommendations to business systems analysts and software engineers * Ability to recognize system and process inefficiencies and working cross-functionally to recommend action on those inefficiencies, through understanding of the business processes you support * Develops, documents, and implements standard operating procedures and customer service guidelines relating to business systems support. * Provides timely resolution of problems or escalation on behalf of customer to appropriate technical purposes and case status updates to management and customers. * Supports and maintains effective relationships with customers and cross-functional teams, such as, Business Systems Analysts, Engineers, and Operations. * Manage customer expectations and experience in a way that results in high customer satisfaction. * A sense of humor!

* Bachelor's degree (technical degree preferred) * 2+ years Salesforce.com administration experience & proven knowledge on Salesforce platform. * Experience designing and configuring in an agile and collaborative environment. * Detail-oriented, organized, self-motivated, hard working, and a great team player with excellent interpersonal skills. * Salesforce.com certification (Administrator, Advanced Administrator) preferred.