Provide remote technical support to clients through Salesforce, phone, email, and chat, meeting required online hours and following established procedures to resolve or escalate issues. Focus on first-time resolution through analysis, investigation, documentation review, and troubleshooting.

Responsibilities

• Handle incoming client requests related to company products and services through phone, email, chat, and Salesforce, ensuring accurate and timely support.
• Identify the source of issues and guide users through the resolution process using internal and external resources.
• Provide first-time resolution through analysis, investigation, documentation checks, and troubleshooting.
• Document and update all case activity and client interactions daily in the ticketing system, including troubleshooting steps, solutions provided, current action owner, and follow-up plans, in accordance with departmental ...