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IT Support Specialist (Salesforce/CHATS Support) - Remote
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.