Key Responsibilities :

Technical Support & Customer Engagement :

- Provide timely, effective technical support to customers and internal teams via email, chat, or other communication channels.

- Troubleshoot software issues, identify root causes, and guide users through solutions in a clear, step-by-step manner.

- Build strong relationships with customers by understanding their needs and proactively addressing concerns.

- Set realistic expectations and provide regular updates on issue status and resolution.

Issue Escalation & Internal Collaboration :

- Collaborate with developers, product managers, and engineering teams to resolve complex technical issues.

- Act as a liaison between customers and internal stakeholders, ensuring smooth communication and swift resolution of escalated issues.

Product Testing & Feedback :

- Partner with product teams to test new features and enhancements.

- Provide usability feedback and suggest improvements to functionality based on customer interactions and real-world usage.

- Participate in beta testing programs and contribute to shaping the product roadmap.

Continuous Improvement & Innovation :

- Identify recurring issues and patterns, and suggest improvements to enhance support workflows.

- Support the implementation of automation tools, self-service content, and better reporting mechanisms.

Salesforce Administration :

- Maintain, configure, and optimize the Salesforce platform to meet evolving business needs.

- Ensure data integrity, handle user support requests, and support reporting and dashboard creation.

Required Qualifications :

- Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).

- Proven experience in a technical support or customer success role within the software industry.

- Hands-on experience with Salesforce administration and CRM support.

- Strong understanding of IT service management principles and ticketing systems.

- Proficiency in troubleshooting software applications, operating systems, and basic networking.

- Solid knowledge of SQL, data analysis, and database concepts.

- Familiarity with web technologies (HTML, CSS, JavaScript), APIs, and third-party integrations.

- Excellent written and verbal communication skills, with the ability to translate technical language for non-technical users.

- Strong active listening and problem-solving skills.

Nice to Have :

- Salesforce certification (e.g., Salesforce Administrator or Advanced Administrator).

- Experience with automation tools or scripting languages.

- Exposure to Agile/Scrum development environments