IT Litify Support Tech

Morgan & Morgan, P.A.•Tampa, FL

2d•Onsite

About The Position

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

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.

Nice To Haves

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 VMWare Horizon Virtual Desktops.
ITIL Foundation certification.
Experience with remote support tools.

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.
Assist 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.