Videojet Technologies

**This is Us**:
**Our Core Values**:
We empower creativity and ground-breaking thinking to help us uncover breakthrough solutions and accelerate the pace of innovation. To ensure we set our new associates up for success when they start, we have developed a robust onboarding plan to help you ramp up successfully. We believe with conviction that diversity helps us uncover more powerful customer insights and ultimately creates an advantage in the markets we serve. And we would love to have you join us

**Your Challenge**:
The Salesforce Support Analyst would be responsible for providing business support and providing solution and guidance within the salesforce domain to the users’ requests.

As part of this team, you will be responsible for user and business success by proactively taking ownership and responding to support requests from business users.

This role will be based out of the Latin America region, in countries where Videojet Technologies has a presence.

**Your role and responsibilities as IT Support at Videojet include**:

- Responsible for providing technical support and assistance to users of the Salesforce platform (SFDC, CPQ, and Field Service), with a primary focus on North American and Latin American users and timezones.
- Exceed client expectations by providing an amazing support experience
- Identify and resolve client issues via our support ticketing system
- Answer how-to questions
- Replicate, troubleshoot, and describe simple bugs and report to the development team
- Reference and provide clients with knowledge articles regarding software functionality and best practices
- Provide clients with root cause analysis and in-depth troubleshooting
- Meet or exceed Service Level Agreements through effective incident management
- Keep thorough, clear, and complete records in the ticketing system of all actions taken
- Escalate tickets as appropriate
- Be friendly, efficient, and dependable, and always provide timely updates to users
- When assigned, create documentation of Support processes
- Contribute to overall content and quality of the Videojet support knowledge base
- Stay up to date on new functionality or changes that the business is requesting and the development team is releasing

**Your experience/skills will include**:

- Collaboration skills to work with cross-functional teams (e.g. development, architecture, and business)
- Troubleshooting skills on the Salesforce platform
- Staying up-to-date with Salesforce releases, best practices, and features
- Salesforce knowledge: Administration, data model, sharing and security, standard Salesforce capabilities
- Strong written communication skills to provide solutions and support ticket status updates to stakeholders
- Comfortable with flexible and global work hours: This is a global team with business and team members on every major continent. There may be meetings with the team and business that may be earlier in the morning on a regular basis. You have the flexibility to make adjustments to your work hours so long as job responsibilities are met.
- Strong analytical and data-driven approach to provide solutions, hands on troubleshooting, and issue resolution
- High productivity, strong work ethics, commitment to meeting commitments.
- Highly self-motivating and able to work without supervision, since this is a flexible work-from-home position on a global team with global management.
- Strong experience in Salesforce - Sales Cloud & CPQ, and/or Salesforce Field Service
- Excellent written and verbal communication skills in a global environment (primarily in English, with Portuguese, and/or Spanish a plus), with both technical and non-technical team members and business users around the world
- Programming or SQL-related coding experience, and other CRM or ERP experience would be advantageous
- 2 years of relevant experience

**Our offer**:
Be part of a dynamic team in which there is a high focus on delivering results and continuous improvement, but also where having fun and teamwork is very important. You will work in a leading global company, with a manager who cares about you, your strengths and will help you to develop the best possible version of yourself.

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful **Danaher Business System** tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.