Technical Support I-Salesforce

Role Overview

Key Responsibilities

• Manage and execute customer environment upgrades with strict adherence to process and quality standards.
• Communicate effectively with customers to gather necessary information and set expectations for successful upgrades.
• Collaborate with internal teams (Support, CCS, ESA) to ensure smooth upgrade planning and execution.
• Troubleshoot and resolve customer issues using documentation, knowledge bases, and technical expertise.
• Handle post-upgrade queries and ensure proper case handoff to support teams.
• Maintain accurate system data related to account upgrades.
• Identify areas for process improvement and contribute to documentation efforts.
• Assist with Tier 2 support cases and participate in central call coverage as needed.

Required Skills & Experience

• 2–4 years of experience in customer-facing roles, preferably in technical support or service desk environments.
• Strong troubleshooting and root cause analysis skills.