Job Description:
- The focus of this engagement is Level 2 support (triage, troubleshooting, administration tasks, etc.)
- Any configuration or development tasks that require a deployment will be escalated to Level 3 support.
- The Support Operating Guide (SOG) will be defined during the first week of the engagement.
- The SOG defines the processes that will be utilized during the engagement.
Responsibilities:
- Working Directly with end users
- Basic triage of incoming support cases
- Appropriate escalation of cases
- Troubleshooting
- Root Cause analysis
- Reports and dashboard creation
- Technical and coding solutions
Required Skills:
- 2+ years experience
- Previous experience, Level 2, supporting Salesforce platform
- Previous use of a ticketing system (They use SMAX)
- NetSuite OpenAir (NetSuite) - nice to have
- Wipro Estimator (Salesforce module) - nice to have
Bachelor's degree