Position Overview
Job Description
Provide remote technical support to clients through Salesforce, phone, email, and chat, meeting required online hours and following established procedures to resolve or escalate issues. Focus on first-time resolution through analysis, investigation, documentation review, and troubleshooting.
Responsibilities
Handle incoming client requests related to company products and services through phone, email, chat, and Salesforce, ensuring accurate and timely support.Identify the source of issues and guide users through the resolution process using internal and external resources.Provide first-time resolution through analysis, investigation, documentation checks, and troubleshooting.Document and update all case activity and client interactions daily in the ticketing system, including troubleshooting steps, solutions provided, current action owner, and follow-up plans, in accordance with departmental guideline...