Responsibilities includes but not limited to:
- Live chat (Fresh chat)
- Provide first-line support to end-users, addressing and resolving technical issues related to hardware, software, and network connectivity.
- Utilize Salesforce to track, manage, and resolve service requests and incidents in a timely manner.
- Assist in the administration of Salesforce Service Cloud, including user management, case management, and reporting.
- Collaborate with other IT team members to troubleshoot and resolve complex technical issues.
- Document and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
- How to of the platform (using knowledge base & fresh chat)
First line of defense of the tickets (Fresh Desk)
- Closing tickets (Fresh Desk, etc.), Triage (and follow through to closure) Configuration of Fresh Desk
- Escalation
- Creation of Knowledge base based on queries and troubles received (secondary) Track and report ticket details, status and SLAs
- Broadcast (means broadcast message, when future release, downtime)
- Problem validation through co-browsing session (screen recording & screenshot)
- Problem solving through knowledge base
- Other tasks/responsibilities that may be asked from time to time.
Qualifications
- Proven experience working in a service desk or technical support role.
- Hands-on experience with Salesforce Service Cloud, including case management and reporting.
- Strong understanding of ITIL principles and best practices.
- Excellent problem-solving skills and ability to work under pressure.
- Exceptional communication and interpersonal skills.
- Ability to work independently and as part of a team
