Overview:
- Provide efficient support on product and integration issues, and ticket triaging.
- Follow detailed processes and workflows to support engineering teams.
- Support service Request Management.
- Support content creation, content update, and knowledge management.
- Solve basic admin and configuration issues in SFDC.
- Rapidly diagnose, investigate, and resolve or troubleshoot issues and refine them into clear, concise communication and documentation.
- Communicate effectively with engineering teams to identify solutions to recurring product issues and improve on-the-ground engagement quality with cross-functional partners.
- Effectively and concisely communicate technical resolution, workarounds, or product confusion to bug reporters and/or engineering teams.
- Efficiently and effectively execute SOPs and develop and maintain the knowledge base.
Requirements:
- 1-2 years of hands-on technical application, product support, or business process experience.
- Familiarity with Salesforce - Marketing Cloud (some knowledge of Case Management, SOQL, LWC, read through Apex Code, Live Agents, and WhatsApp).
- Experience operating with SLAs in a client-facing role in a production support environment.
- Bachelor's degree in computer science, information systems, or equivalent experience.
- Analyzing and solving complex problems.
- Effectively prioritizing conflicting demands.
- Management within multiple deadlines and delivering multiple projects at once.
- Communicating across functional boundaries and/or globally (24/7 production support experience).
- Experienced with working both independently and in a team environment.
- Service Cloud Admin Certified or Workday Payroll Admin Certified (Required).
Simply submit your application with your updated Resume in MS Word Format to Ee Shuan by clicking the ‘Apply link’ or call your friendly Consultant, Ee Shuan, at 6590 9901 for a confidential discussion.
EA Registration No. R23116670
