The Team You’ll Work With

Carta is looking for a Support Analystto join our Business Systems team. As a Support Analyst , responsible for supporting salesforce integrated applications, to provide a most positive experience for our various stakeholders.Working closely with technology liaisons of various platforms to troubleshoot issues and engage on issue resolution.We’re looking for candidates to join us immediately.

The Problems You’ll Solve

• Triage incidents raised by users and diagnose whether the system is / isn't working as intended and identify which component(s) of the system needs to be remedied
• Manage defect resolution with our salesforce integrated tools if the defect relates to their integrated tools.
• Working with integrated applications including, but not limited to UJET,Level AI, Aisera
• Coordinate across multiple support teams for system integrations, data quality, that connects to the salesforce
• Work with the teams to help them diagnose whether the incident is a technical defect and create well defined reports that enable reproduction of the defect, the incorrect behavior and the intended behavior in order to analyze the root cause of the problem.
• Create, update the admin training to help avoid future incidents or speed up resolution.
• Support our Ticket Management process and Problem Management process.
• Own all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules

About You

• Bachelor's degree in MIS, Computer Science, Engineering, or related technical field
• Hand on experience on Service Cloud
• Salesforce configuration changes, including : Workflow, Process Builder, Flow, assignment rules, Approval Processes, Fields, Page layouts, Record types, dynamic layouts, Apps, actions, custom settings,dashboards and reports
• Experience in working with the CTI integrated tools
• Experience in working with the Chatbots , AI enabled tools 
• Comfortable working in an Agile development environment and resolving tickets or backlog items
• Excellent verbal and written communication skills-this role is heavily collaborative
• Willing to take on and learn new systems within the salesforce ecosystem
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests
• Previous technical support experience working within SaaS or fast paced support organizations.
• Nice to have experience on the onboarding tools.