IT Litify Support Tech

Job Summary:

We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in Miami, FL. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshoot and resolve issues, and ensure an exceptional customer experience. The agent will also collaborate with Salesforce admins and other IT teams to deliver comprehensive solutions.

Responsibilities

• Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
• Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform
• Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements
• Create and update knowledge base articles and user guides for common Salesforce issues
• Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
• Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary
• Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform
• Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time
• Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment
• Aid in training end-users on Salesforce features, best practices, and new updates
• Stay current on Salesforce platform updates, releases, and best practices
• Perform other duties as assigned

Requirements

• Minimum of 2 years of experience in a Service Desk\Helpdesk Role
• Strong problem analysis and problem-solving skills
• Excellent written and verbal communication skills
• Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
• Ability to multitask, prioritize, and adapt in a fast-paced environment
• Knowledge and understanding of Active Directory functionality
• Proficient in Microsoft Office 365 applications
• Experience documenting all aspects of troubleshooting and issue resolution
• Familiarity with basic networking concepts
• Willingness to work flexible hours, including weekends and holidays
• Resourceful, well organized, highly dependable, efficient and detail oriented

Preferred Qualifications

• 1-2 years of experience supporting Salesforce
• Knowledge of configuring Salesforce functions including but not limited to, custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards
• Experience working with Salesforce Service Clouds is a plus
• Experience working with Salesforce Lightning interface
• Knowledge of API integrations and Salesforce AppExchange solutions
• Familiarity with other ITSM platforms such as Freshservice
• Experience with ITIL Foundation certification
• Experience with remote support tools