Infodesk - Support Specialist - Salesforce Platform

Key Responsibilities

Technical Support & Customer Engagement :

• Provide timely, effective technical support to customers and internal teams via email, chat, or other communication channels.
• Troubleshoot software issues, identify root causes, and guide users through solutions in a clear, step-by-step manner.
• Build strong relationships with customers by understanding their needs and proactively addressing concerns.
• Set realistic expectations and provide regular updates on issue status and resolution.
  

Issue Escalation & Internal Collaboration

• Collaborate with developers, product managers, and engineering teams to resolve complex technical issues.
• Act as a liaison between customers and internal stakeholders, ensuring smooth communication and swift resolution of escalated issues.
  

Product Testing & Feedback

• Partner with product teams to test new features and enhancements.
• Provide usability feedback and suggest improvements to functionality based on customer interactions and real-world usage.
• Participate in beta testing programs and contribute to shaping the product roadmap.
  

Continuous Improvement & Innovation

• Identify recurring issues and patterns, and suggest improvements to enhance support workflows.
• Support the implementation of automation tools, self-service content, and better reporting mechanisms.
  

Salesforce Administration

• Maintain, configure, and optimize the Salesforce platform to meet evolving business needs.
• Ensure data integrity, handle user support requests, and support reporting and dashboard creation.
  

Required Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• Proven experience in a technical support or customer success role within the software industry.
• Hands-on experience with Salesforce administration and CRM support.
• Strong understanding of IT service management principles and ticketing systems.
• Proficiency in troubleshooting software applications, operating systems, and basic networking.
• Solid knowledge of SQL, data analysis, and database concepts.
• Familiarity with web technologies (HTML, CSS, JavaScript), APIs, and third-party integrations.
• Excellent written and verbal communication skills, with the ability to translate technical language for non-technical users.
• Strong active listening and problem-solving skills.
  

Nice To Have

• Salesforce certification (e.g., Salesforce Administrator or Advanced Administrator).
• Experience with automation tools or scripting languages.
• Exposure to Agile/Scrum development environments