Job Description:
Troubleshoot complex customer requests and ensure exceptional, timely service for valued clients.
* Combine technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues.
* Act as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.
Key Responsibilities:
* Answer incoming telephone calls, open cases in Salesforce, and confirm data accuracy.
* Monitor the global support queue and accept Salesforce cases in priority sequence.
* Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting 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 tools such as Postman or cURL.
* Investigate and resolve issues on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.