Job Description :
- Respond to all Salesforce incidents and provide basic support / troubleshooting.
- User based support like password resets, break/fix instructions, permissions and data access.
- Timely and accurate documentation of resolution activities.
- Diagnose, prioritize and escalate tickets to L2/Salesforce Developers.
- Create Knowledge Base (KB) articles and FAQ.
- Update SOP's for L0 routing as well as L1 resolution.
- Provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
- Provide good customer experience through timely and appropriate communication as well as following through till issue resolution.
- Communicate resolution activities and escalations appropriately.
- Monitor jobs run in Production and follow SOP's on failures.
- Monitor the SFDC alerting mechanism and communicate downtime as needed.
- Check broadcast messages in Chatter and alert team as needed.
- Understand the new functionality being added as well as bugs being fixed and update KB articles as needed.
- Handle break/fix, configuration issues, troubleshooting, minor CRs and tickets requiring minor changes and enhancements to existing functionality.
- Handle data migration related incidents.
- Review incoming and existing incidents and tasks.
- Perform all production issue troubleshooting and resolution and ensure the efficiency of the issue resolution.
- Raise tickets with Salesforce, and engage with them till resolution.
- Works with IT and Business Users on SFDC features (custom and standard usage) in order to resolve them.
- Train or mentor support team members.
- Creates and maintains documentation on all support work - includes analysis and diagnosis, article tagging and KB articles as well as SOP's.
- Provides expertise and input in helping the rest of support team make right decisions on analyzing business requests.
- Understand the new functionality being added to Salesforce as well as bugs being fixed and update Knowledge Base articles as needed.
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