Key Responsibilities
• Provide technical support for Salesforce and related third-party applications to internal and external users.
• Respond to support requests received via email, phone, and virtual meetings/webinars.
• Investigate, troubleshoot, and resolve application and technical issues.
• Log, document, track, and monitor incidents through Salesforce Helpdesk, Jira, or other incident management systems.
• Ensure incidents are categorized, prioritized, and assigned appropriately.
• Validate reported bugs, reproduce issues, and identify root causes.
• Escalate complex issues to the appropriate technical teams and monitor progress through resolution.
• Maintain accurate documentation, including issue details, troubleshooting steps, and resolutions.
• Identify duplicate issues and link them to existing tickets where applicable.
• Provide users with timely updates regarding incident status and resolution.
• Develop and maintain technical documentation, FAQs, and user guides.
• Communicate system updates, known issues, and process changes to end users.
• Participate in application testing, validation, and quality assurance activities.
• Support continuous improvement of incident management processes and service delivery.
Required Qualifications
• Minimum of 3 years of experience providing IT technical support or help desk services.
• Proficiency with Microsoft Word, Excel, and Google Workspace.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience with incident tracking and ticket management systems.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently as well as collaboratively within a team.
Preferred Qualifications
• Experience supporting Salesforce CRM and Salesforce third-party applications.
• Experience using Jira for issue and project tracking.
• Functional knowledge of the Child Care Automated Tracking System (CHATS).
• Salesforce Administrator Certification or actively pursuing certification.
• Experience with software testing, bug validation, and user acceptance testing (UAT).
• Experience creating technical documentation, knowledge base articles, FAQs, and user guides.