It support specialist (salesforce/chats support)

Key Responsibilities

Provide technical support for Salesforce and related third-party applications to internal and external users. Respond to support requests received via email, phone, and virtual meetings/webinars. Investigate, troubleshoot, and resolve application and technical issues. Log, document, track, and monitor incidents through Salesforce Helpdesk, Jira, or other incident management systems. Ensure incidents are categorized, prioritized, and assigned appropriately. Validate reported bugs, reproduce issues, and identify root causes. Escalate complex issues to the appropriate technical teams and monitor progress through resolution. Maintain accurate documentation, including issue details, troubleshooting steps, and resolutions. Identify duplicate issues and link them to existing tickets where applicable. Provide users with timely updates regarding incident status and resolution. Develop and maintain technical documentation, FAQs, and user guides. Communicate system updates, known issues, and process changes to end users. Participate in application testing, validation, and quality assurance activities. Support continuous improvement of incident management processes and service delivery.

Required Qualifications

• Minimum of 3 years of experience providing IT technical support or help desk services.
• Proficiency with Microsoft Word, Excel, and Google Workspace.
• Strong analytical, troubleshooting, and problem-solving skills.
• Experience with incident tracking and ticket management systems.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently as well as collaboratively within a team.

Preferred Qualifications

• Experience supporting Salesforce CRM and Salesforce third-party applications.
• Experience using Jira for issue and project tracking.
• Functional knowledge of the Child Care Automated Tracking System (CHATS).
• Salesforce Administrator Certification or actively pursuing certification.
• Experience with software testing, bug validation, and user acceptance testing (UAT).
• Experience creating technical documentation, knowledge base articles, FAQs, and user guides.