Provide technical assistance and support for incoming queries and issues related to issues on the Salesforce.com platform. Respond to queries either in person, over the phone, or via e-mail. Write/update FAQ’s and keep knowledge base up to date.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Follow up with customers to ensure issue has been resolved.
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Close ticket and provide details upon resolution
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates