Salesforce Technical Support Specialist

Description

iCloudius is looking for a skilled and dedicated Salesforce Technical Support Specialist to join our team. In this role, you will be responsible for providing technical assistance to our users, ensuring a smooth and efficient resolution to their inquiries. The ideal candidate is a problem-solver with a strong understanding of the Salesforce platform and a passion for customer service.

Responsibilities

● Ticket Management: Proactively monitor and manage the support queue, ensuring timely review and triage of all incoming requests.

● Issue Investigation: Investigate and troubleshoot technical issues reported by users, meticulously documenting each step of the resolution process.

● Direct Support: Respond to user tickets, providing clear, accurate, and professional guidance to resolve their issues efficiently.

● Queue Oversight: Manage the overall support queue and track the status of tickets assigned to various team members, ensuring all items are handled promptly.

● Service Improvement: Identify and implement opportunities to enhance the quality and efficiency of our support services.

● Platform Optimization: Continuously improve the use of Salesforce for our support operations, finding new ways to streamline workflows and enhance the user support experience.

● Knowledge Base Management: Maintain and expand our knowledge base by creating and updating articles for frequently encountered issues, empowering users to find solutions independently.

Requirements

● Proven experience in a technical support role, preferably with Salesforce.

● Strong analytical and problem-solving skills.

● Excellent communication skills, both written and verbal.

● Ability to work independently and as part of a team.

● Strong organizational skills and attention to detail.

● Knowledge of Salesforce administration and functionalities is a plus.

Qualifications

None