Provide troubleshooting support including gathering information from the client, initial investigation, and escalating unusual behavior
Provide best practice guidance for how to most effectively apply the PatronManager tools to meet our clients’ business needs
Communicate with clients in a timely manner
Handle a recommended volume of cases per week
Contribute to the sharing and recording of information through readily asking and answering questions of peers and colleagues
Write documentation describing answers to commonly asked questions within the internal and external knowledge bases
Complete team-wide tasks as assigned (e.g. queue monitoring, limited on-call)
Consistently follow our standard data security protocols
Occasional travel as assigned
Complete venue projects (edits and new builds) for existing clients

Requirements

1 year prior Patron Management (formerly PatronManager) experience
1 year prior Salesforce administrator experience, Salesforce Administrator Certification a plus
Experience working with non-profit arts organizations
Ability to work with clients of varied technical backgrounds
Strong organization, time management, and problem solving skills
Robust customer service skills with a genuine focus on our core values: empathy, influence, attentiveness
Strong written communication skills demonstrating clarity in instruction
Ability to work cross functionally
Enthusiasm and curiosity for researching resolutions, problem-solving, and teamwork
Fluency in commonly used cloud-based apps (e.g. Google Apps, Slack)
Familiarity with Salesforce
Professional understanding of computer applications and software
Ability to be resourceful and tenacious

Benefits

Medical, Dental, Vision, and Voluntary benefits
Generous PTO
Paid parental leave (following 12 months of continuous employment)
401K Match
$200 event reimbursement
360 Learning, a world-class learning and development platform

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Patron ManagementSalesforceSalesforce Administratordata security protocolsdocumentation writingtroubleshootingqueue monitoringproblem solvingcustomer servicecloud-based applications

Soft Skills

organizationtime managementempathyinfluenceattentivenesswritten communicationcross-functional collaborationenthusiasmcuriosityresourcefulness

Certifications

Salesforce Administrator Certification