Description

Support the FedRAMP environment within the tools division of Global Support and Services. Own the resolution of break/fix issues in Customer Operation tickets and design solutions in sandbox environments before production promotion.

Responsibilities

• Investigate and troubleshoot break/fix issues raised in Customer Operation tickets.
• Design and develop solutions within sandbox environments before promoting to production.
• Administer CRM, IVR, PSA, and LMS applications.
• Participate in solution design sessions to solve business problems.
• Document deployments and Root Cause Analysis (RCA) to share knowledge with the team.

Required Skills

• 3+ years of experience in technical support or customer success operations.
• SFDC developer experience specifically in Service and Experience Cloud.
• Basic Python and API knowledge.
• Proficiency with Google Suite products.
• Experience working within an agile environment.
• Strong problem-solving and communication skills.
• Must be a US citizen located in the US to support the FedRAMP environment.
• Technical knowledge of GSS, CRM, IVR, and PSA systems.

Preferred Skills

• Experience with Jira, Thought Industries, Kantata, or Five9.
• Background in UX/UI or project management.

Key Skills

Education

Any Graduate