[Hiring] Field Systems Support Specialist @Smartsheet

Role Description

The Smartsheet Field Systems Team is in the business of building solutions to solve the needs of the Smartsheet Field Organization at large. We empower team members and are a significant driver of efficiency within the business. We believe in teamwork, quality, and integrity. We operate scalable business platforms that provide an incredible experience for our employees. We are looking for a Field Systems Support Specialist to join our team. You will work with our users to ensure they receive support through answering questions and resolving issues, as well as managing data quality.

You will report to our Manager of Field Systems, located in Costa Rica. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

• You will support user's questions and general inquiries regarding field and sales systems, including Salesforce, DocuSign, Outreach.io, and others.
• You will assess all incoming requests for support to the Field Systems team, completing root cause analysis for issues raised and determining the best course of action.
• You will manage the escalation path of requests to other members of the Field Systems team.
• You will help manage user roles, profiles, and permissions within Salesforce, DocuSign, Outreach.io, and others.
• You will complete data updates in Salesforce to troubleshoot bugs and errors.
• You will learn about current field processes to help you respond to user inquiries and resolve system errors.
• You will assist with the administration of DocuSign, Salesforce, and other tools to enhance user efficiency, including field updates and automation enhancements.
• You will perform analysis on incoming requests from Users to highlight patterns and suggest improvements to our systems.
• Other job duties as assigned.

Qualifications

• 2+ years of experience providing technical support to enterprise software systems.
• Experience with Salesforce and other ERP systems.
• Experience in collaborating with team members and partners to drive the creation and implementation of solutions.
• Desire to often work with people through excellent written and spoken communication.
• Enjoy working in a fast-paced and agile company with the ability to manage changing requirements.
• Motivated to learn new software and technologies through self-guided and team training.
• Enjoy helping others and providing incredible customer service to our internal user base.

Benefits

• Fully paid Health & Life insurance for full-time employees and family members.
• Monthly stipend to support your work and productivity.
• 12 days paid Vacation + Flexible Time Away Program.
• 20 weeks fully paid Maternity Leave.
• 12 weeks fully paid Paternity/Adoption Leave.
• Personal paid Volunteer Day to support our community.
• Opportunities for professional growth and development including access to LinkedIn Learning online courses.
• Company Funded Perks including a counseling membership and your own personal Smartsheet account.
• Teleworking options from any registered location in Costa Rica (role specific).