Job Description

At Wren, we\'re passionate about all things kitchens. We\'re already the largest kitchen retailer in the UK, and we\'ve expanded into the USA too. We\'re a business that simply doesn\'t stand still!

As well as world-class training on our products, systems and sales processes, you\'ll enjoy working in an industry-leading workplace for a business that\'s twice been voted the UK\'s Number 1 Place to Work on Indeed. That\'s on top of amazing benefits including uncapped commission and exceptional opportunities to progress your career across our company.

About The Role

We\'re seeking a dynamic individual to join our team during a thrilling phase of transformation. This presents an extraordinary chance to empower our after-care teams in embracing cutting-edge Salesforce functionalities and stand at the forefront of addressing any challenges that arise

Main Responsibilities

• User Assistance: Serve as the primary point of contact for users seeking assistance with new features, functionalities, and issues within Salesforce.
• Issue Troubleshooting: Diagnose and troubleshoot user-reported issues related to Salesforce, identifying root causes, and offering effective solutions. Collaborate with cross-functional teams, including developers and system administrators, to address complex technical problems.
• Feature Guidance: Educate users on the proper usage of new Salesforce features and enhancements. Create user-friendly documentation to ensure users can fully leverage the platform\'s capabilities.
• Problem Resolution: Take ownership of user issues from initial contact through resolution. Ensure timely follow-up and communication with users to keep them informed about the status of their reported issues and the steps being taken to resolve them.
• Documentation: Maintain a comprehensive knowledge base of common issues, solutions, and best practices related to Salesforce and work with the wider team to implement automation tests to prevent reoccurring issues.
• User Feedback: Gather feedback from users regarding their experiences, pain points, and suggestions for improvement. Consolidate and communicate this feedback to relevant teams for consideration in future updates and enhancements.
• Escalation Management: Evaluate and determine the severity of reported issues, escalating critical problems to higher-level support or technical teams as needed. Ensure proper documentation and handover of escalated cases.
• Continuous Learning: Stay updated on Salesforce updates, releases, and best practices. Engage in ongoing training and professional development to enhance your expertise in Salesforce administration and support.
• Ad-Hoc Support: Provide ad-hoc assistance and guidance to users during critical periods, such as system upgrades, data migrations, or other significant changes within Salesforce.

About You

• Enthusiastic Learner: You\'re a motivated individual eager to dive into the dynamic world of Salesforce support, even if you don\'t have prior experience. You possess a strong desire to learn and develop expertise in this specialised field.
• Problem-Solving Dynamo: Your innate ability to dissect challenges and explore solutions is your driving force. You relish the opportunity to be the initial contact for addressing any Salesforce-related issues, using your resourcefulness to guide users towards resolutions.
• Empathetic Communicator: With your exceptional communication skills, and you\'re at ease engaging with individuals at varying levels, including senior managers. You have a natural talent for understanding and empathising with users\' concerns. You\'re adept at translating technical jargon into user-friendly language, making complex concepts easy to comprehend.
• Customer-Centric Focus: Your dedication to delivering top-notch customer experiences sets you apart. You thrive on assisting and supporting users, ensuring their interaction with Salesforce is as smooth and efficient as possible.
• Adaptability Champion: Change excites you, and you\'re ready to embrace the ever-evolving landscape of Salesforce. Your willingness to adapt and grow with the platform showcases your commitment to becoming an integral part of our support team.
• Team Player: Collaboration is in your DNA. You enjoy working alongside diverse teams, sharing insights, and contributing to a cohesive environment where everyone\'s input matters.
• Driven by Progress: You\'re motivated by personal and professional growth. The idea of progressing in the Salesforce support realm is a thrilling prospect.
• Initiative and Curiosity: You possess a natural curiosity that drives you to explore and understand the intricacies of Salesforce. Your proactive approach to learning and problem-solving empowers you to excel in this role.
• Join Our Journey: Be part of our mission to provide unparalleled Salesforce support, whether you\'re a newcomer to the field or looking to enhance your existing skills. As the first point of contact, you\'ll play a pivotal role in driving user satisfaction and contributing to our collective success.

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