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 adoptionCallback to gather more information and validate case handlingCo-browsing with the user to address questionsClarification of processes/business rulesScreening and categorization of cases/ticketsEscalation of cases without workaround to T2 with error reproductionRequests - 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 reproductionCreation/sending of articles for the knowledge baseRequirements 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:PortugueseSpanishEducation:Not specified
#J-18808-Ljbffr