Job Description
This role combines technical expertise, analytical thinking, and customer-centric focus to deliver high-quality solutions to critical issues.
* Deliver specialized technical solutions to escalated cases
* Provide a proactive, personalized customer experience
* Foster strong partnerships through technical excellence and accountability
Key Responsibilities:
* Answer incoming calls and open cases in Salesforce
* Monitor the Global Support queue and accept cases in priority sequence
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions
* Evaluate and escalate cases to appropriate teams while maintaining SLA compliance
Technical Troubleshooting Responsibilities:
* Analyze web applications using Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures
* Test APIs using Postman or cURL
* Diagnostics for IIS and SSL issues on Windows Application Servers
* Configure and troubleshoot ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools