IT Litify Support Tech
Core
Frontline technical support specialist for Salesforce platform, troubleshooting issues and ensuring customer experience.
Role type
IT Salesforce Service Desk Agent
Builds
Support for end-users using Salesforce CRM
Domain
Legal services / IT Support
Deliverable
client delivery
Required skills
Salesforce troubleshooting, Active Directory, Microsoft Office 365, ITSM ticketing, networking basics
Preferred skills
Salesforce configuration (custom objects, profiles, workflows), Salesforce Service Cloud, Lightning interface, API integrations, VMWare Horizon, ITIL Foundation
Technologies
Salesforce, Freshservice, Microsoft Office 365, VMWare Horizon
Responsibilities
Provide frontline Salesforce technical support via phone, email, and chat; Respond to escalated tickets and act as SME; Collaborate with admins and developers to resolve complex issues; Create and update knowledge base articles; Troubleshoot technical problems and escalate when necessary; Document requests and incidents in ITSM platform; Assist in training end-users on Salesforce features.
Seniority
Mid-level, hands-on IC