Under Development Features: Talent Bank/Pool, VMS Intigration, Analytics, Social Integration, Reports, API Integration, Resource and Timesheets Management, Company Admin

Salesforce Help Desk Support (219 views)

Denver, CO (Initial Remote)
December 16, 2021

***** Direct Client Requirement*****

Title                                    : Salesforce Help Desk Support

Location                             : Denver, CO (Initial Remote)

Rate                                    : DOE /If your experience and skills match call us immediately for submission

Duration                             : 8 Months

Interview Type                   : Skype or Phone

Job Type                            : C2C, C2H, W2

Experience                        : 5 Years

Job Description:

Position Overview:

  • Responds to telephone calls, email and personnel requests for technical support. Provides basic Tier 1 support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Escalates incidents to Tier 2 or Tier 3 support as appropriate. Documents, tracks, and monitors the problem to ensure a timely resolution. May require an associate’s degree in a related area and at least 3 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of Contractor staff. A wide degree of creativity and latitude is expected.

Job Summary:

  • This position will provide technical support to the Office of Early Childhood technology team by assisting with internal and external end user technical support, incident management, end user issue testing and validation activities, and maintaining technical documentation. This position will also be responsible for maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira. Responsibilities include: managing the support emails and calls from internal and external system users; updating Issue tracking systems with information from service desk reports; creating and/or providing reports to groups interested in this information; and, assigning incident work items to team members as needed.

Primary Job Responsibilities:

  • Assists end users by responding to telephone calls, emails, and personnel requests for technical support with Salesforce and Mobile (MobileCaddy) systems.
  • Provides basic support to end users on a variety of issues by diagnosing problems and performing troubleshooting activities, such as: password resets, access requests, user instruction clarification, etc.
  • Documents, tracks and monitors the problem to facilitate a timely resolution.
  • Identifies when issues are beyond the scope of basic support/Tier 1 and escalates and assigns the incident to the appropriate internal or external technical team resource to be worked and tracked to ensure the work is completed.
  • Ensures that the issues reported are documented with steps to reproduce expected outcomes, and includes enough detail to easily reproduce, validate, and report to administrator or developer to reach fix or resolution.
  • Identifies issues/bugs that are duplicates of existing issues and create a relationship with the parent ticket.
  • Assists with maintaining a status on work items as things move through the bug/issue life cycle.
  • Documents issues and issue resolution to be used to update programmatic FAQs and user guides.
  • Updates internal and external users on the status of their incident/bug requests.
  • Participates in testing and validation activities.

Skills and Experience:

  • Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite, Salesforce CRM, Salesforce Helpdesk, Jira
  • Excellent analytical and troubleshooting skills
  • Ability to work both independently and as part of a team
  • Excellent verbal and written communication skills
  • Accurate, thorough, and detail oriented
  • Efficient with time sensitive projects
  • Preferred: Functional understanding of relevant applications
  • Preferred: Current Salesforce Administrator Certification in progress

Qualification

  • AGILE – Agile Development Methodology – Novice (1-3 Years)
  • Mobile Application Support – Novice (1-3 Years)
  • End User Support – Novice (1-3 Years)
  • Google Suite – Novice (1-3 Years)
  • JIRA – Novice (1-3 Years)
  • Salesforce – Novice (1-3 Years)
  • Screen Sharing & Demonstrations – Novice (1-3 Years)
  • TRELLO – Novice (1-3 Years)
  • Communication skills both verbal and written – Proficient (4-6 Years)
  • Learning ability – Novice (1-3 Years)
  • Process Flow Analysis – Proficient (4-6 Years)
  • Team work

*****Referral Bonus Available: Refer your friends or colleagues, get referral bonus*******

Thanks

Lisa/Janet

Lisa@sohanit.com/ Janet@sohanit.com/

PH: 470-410-5810 EX 113/ 470-410-9764 EX 119

Apply here or please send to resumes@sohanit.com

Follow us on LinkedIn and Twitter for daily active requirements

LinkedIn: https://www.linkedin.com/company/sohanit-inc/?viewAsMember=true

Twitter: https://twitter.com/SohanITInc1

Position Keywords: JIRA,MS Word,CRM,Salesforce,Trello,AGILE

Pay Rate: DOE /If your experience and skills match call us immediately for submission

Job Duration: 8 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: OOJ - 3748

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