Sales Support Specialist

Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.

Summary of This Role

Provides help desk support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.

Responsibilities:

• Dealer Training & Documentation

• Assist in developing processes and workflows.

• Undertake additional analysis and projects as directed by management

• Conduct sales channel training sessions on new features and current processes for the Salesforce.com system.

Sales Operations Support

• Provide direction and support for HPOS Lead referral commissions.

• Troubleshoot errors and omissions with regard to commission reporting.

• Offer guidance and redirect general sales inquiries from sales channels to the appropriate departments for resolution.

Customer Communications

• Receive, track, and respond to all billing and transactional inquiries and statement requests

• Regularly creates and provides previously processed compensation statements for sales partners, using templated statements and email messaging

• Initiates collections actions and responds to inquiries regarding same

• Communicates cancellation status, fees, and necessary remediation actions to internal groups and customers

Salesforce Testing, Support and Troubleshooting

• Expert in the Heartland POS Salesforce org flow process.

• Problem solve error messages.

• Assist with custom reporting and overall quoting lifecycle.

• Troubleshoot internal and Sales Channel issues within the Salesforce.com system.

Knowledge/Skills/Abilities:

• Time management, ability to multitask, highly organized, deadline driven and propensity to handle urgent interrupts with poise and professionalism.

• Collaborate with team members to establish and implement best practices.

• Responsible for high-volume phone and email coverage in a call-center setting.

• Take initiative to recommend process improvements and demonstrate creative thinking.

• Provide day-to-day end-user support and assist users with best practices to improve and increase their knowledge of salesforce.com.

• Ability to troubleshoot system, process and data issues; ability to think clearly under pressure.

• Documentation, technical writing and training skills.

• Basic Customer Service duties including but not limited to scheduling, data input and special projects, follow up phone calls

Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.