- Communicate on the phone with clients to register and resolve incidents.
- Manage email support cases.
- Classify incidents based on severity and priority.
- Investigate and resolve incidents with no known solution.
- Contribute to and update the Knowledge Base and Communities.
- Collaborate with Senior or Principle Support Engineers on complex cases.
- Replicate and log reported bugs in tracking system.
- Assist in training new Technical Support team members.
- Work shift rotation to cover evenings, public holidays and weekends.
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