Job Title
A unique blend of technical expertise and customer-focused mindset is required for this role.
The ideal candidate will troubleshoot complex customer requests, manage the global support queue and backlog, and ensure timely service for valued customers.
This person will act as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose and resolve issues.
Main Responsibilities:
* Answer incoming telephone calls and open cases in Salesforce, confirming 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 Skills:
* Analyze web applications using Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL.
* Diagnostics of IIS and SSL to investigate Windows Application Server issues.