- Review incoming support requests and evaluate risk, impact, and severity
- Provide technical support to clients via cases and chat
- Maintain ownership and communication responsibility for each assigned case from initial report through resolution
- Ensure cases progress according to Service Level Agreements (SLA)
- Document case details effectively in the case management system
- Create and update knowledge base articles to assist with troubleshooting
- Engage internal resources to avoid escalations and ensure customer satisfaction
SalesforceProblem SolvingCustomer service+3 more