Job Title: Business Solution Expert
This position involves addressing complex customer concerns, managing the global support queue and backlog, and delivering exceptional service to valued customers.
The ideal candidate will combine technical expertise, analytical thinking, and a customer-centric mindset to deliver high-quality solutions to critical support issues.
* Answer incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and verifying data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities
* Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.