Provides first-level support through channels such as email, web forms, live chat, ServiceNow, Jira Service, and customer-directed ITSM tools.
Screens and categorizes tickets, handles cases such as inquiries, requests, incidents with mapped workaround solutions, and maps the reproduction of more complex incidents for N2 - Administration to act upon.
Their role is focused on Salesforce processes and clouds.
Guide customers through step-by-step solutions in a clear and user-friendly manner.
Collaborate with the technical department to resolve advanced issues when necessary.
Document customer interactions, complaints, and the actions taken.
Contribute to the creation and updating of technical documentation and support materials.
Monitor customer satisfaction and work to improve the overall service experience.
Participate in training and mentoring junior staff members as required.
Assist in the continuous improvement of the technical support process.
Summary of activities:
Active action for platform adoption
Callback to gather more information and validate case handling
Co-browsing with the user to address questions
Clarification of processes/business rules
Screening and categorization of cases/tickets
Escalation of cases without workaround to T2 with error reproduction
Requests - User management (password reset, user creation and deactivation)
Requests - Simple reports or update of organizational records (Example: Address of a dealership)
Step-by-step user research for error reproduction
Creation/sending of articles for the knowledge base
Requirements Competencies:
Strong technical acumen with the ability to quickly learn new software and systems.
Excellent problem-solving skills and the ability to think analytically.
Effective communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms.
Customer-oriented mindset with a strong focus on delivering exceptional service.
Ability to work collaboratively in a team environment.
Skill Set:
Strong technical acumen with the ability to quickly learn new software and systems.
Excellent problem-solving skills and the ability to think analytically.
Effective communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms.
Customer-oriented mindset with a strong focus on delivering exceptional service.
Ability to work collaboratively in a team environment.
Languages:
Portuguese
Spanish
Education:
Not specified
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