Job Title
A visionary analyst position that requires strong technical expertise, analytical thinking, and a customer-centric mindset to deliver exceptional solutions.
This role involves troubleshooting complex issues, managing the support queue, and providing timely service to valued customers.
The ideal candidate will combine technical knowledge, problem-solving skills, and effective communication to resolve critical support issues and provide high-quality solutions.
The key responsibilities include:
1. Handling incoming calls and opening cases in Salesforce, identifying customers and verifying data accuracy.
2. Monitoring the Global Support queue and prioritizing Salesforce cases.
3. Troubleshooting customer-reported issues, identifying root causes, and providing timely solutions via case updates, calls, or screen-sharing sessions.
4. Providing customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
Technical Expertise
* Proficiency in Chrome Developer Tools (Inspector) for analyzing web applications, reviewing network requests, debugging front-end issues, and identifying JavaScript or API failures.
* API testing and validation using tools such as Postman or cURL.
* Knowledge of IIS and SSL diagnostics for investigating and resolving issues on Windows Application Servers.