IT Litify Support Tech
Core
Frontline technical support for Salesforce platform, troubleshooting issues, and ensuring exceptional customer experience for end-users.
Role type
IT Service Desk Agent (Salesforce focus)
Builds
Support for Salesforce platform usage and adoption
Domain
Legal services / IT Support
Deliverable
dashboards & analysis
Required skills
Salesforce troubleshooting, Active Directory, Microsoft Office 365, ITSM ticketing (Freshservice), networking basics, documentation
Preferred skills
Salesforce configuration (custom objects, profiles, workflows), Salesforce Service Cloud, Lightning interface, API integrations, VMWare Horizon, ITIL Foundation, remote support tools
Technologies
Salesforce, Freshservice, Microsoft Office 365, VMWare Horizon
Responsibilities
Provide frontline Salesforce technical support via phone, email, and chat; Respond to escalated Salesforce tickets and act as SME; Collaborate with Salesforce Admins and Developers; Create and update knowledge base articles; Troubleshoot technical problems and escalate when necessary; Record and document requests and troubleshooting steps; Assist in training end-users on Salesforce features; Stay current on Salesforce platform updates.
Seniority
Mid-level, hands-on IC