• Job Description

  Req#: FCEawZMhMolm
  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.

• About the company

  The best remote jobs for you

Notice