Job Description
Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Summary: As a Technology Support Engineer, you will engage in resolving incidents and problems across various business system components, ensuring operational stability. Your typical day will involve collaborating with team members and vendors, implementing Requests for Change, and updating knowledge base articles to enhance troubleshooting effectiveness. You will actively participate in discussions to contribute to solutions for work-related challenges, fostering a collaborative environment. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in the creation and implementation of Requests for Change to improve system functionality. - Update and maintain knowledge base articles to facilitate effective troubleshooting. - Collaborate with vendors to analyze issues and support service management teams. - Monitor system performance and provide recommendations for improvements. - Engage in continuous learning to stay updated with the latest technologies and best practices. Professional & Technical Skills: - Required Skill: Expert proficiency in Salesforce Service Cloud. - Additional Must To Have Skills: Proficiency in Italian Language. - Strong understanding of customer service principles and practices. - Experience in troubleshooting and resolving technical issues in cloud-based applications. - Familiarity with incident management and problem resolution processes. - Ability to work collaboratively in a team-oriented environment. Additional Information: - The candidate should have minimum 1 year of experience in Salesforce Service Cloud. - This position is based at our Manila office. Minimum 1 year(s) of experience is required
