Salesforce Technical Support Specialist

hace 2 semanas


San Pedro Garza García, Nuevo León, México Johnson Controls A tiempo completo

As a Salesforce Technical Support Specialist at Johnson Controls, you will be responsible for providing top-notch support to internal users of our GPCRM Salesforce Org. Your primary goal will be to deliver clear answers to questions and requests, and to quickly identify solutions for presented problems. You will work closely with various stakeholders across all business functions, including other Salesforce experts, to analyze questions and requests and escalate incidents into a ticket system when necessary.

Key Responsibilities

  • Provide support to customers via Salesforce cases, phone, Teams, and chat.
  • Provide answers to users for questions about all functions in GPCRM.
  • Provide general how-to guidance and user information of GPCRM.
  • Provide troubleshooting assistance of errors or issues with GPCRM, including identifying the issues, researching answers, and escalating to the IT Organization when required.
  • Log customer contacts into the ticketing system for handling, tracking, and follow-up of customer issues and needs.
  • Respond to users in a timely and efficient manner within designated service level agreements.
  • Participate in User Acceptance Testing.
  • Assist in identifying areas of improvement based on user questions and reported issues.

Requirements

  • Bachelor's degree completed.
  • Experience with Salesforce and Business Support, preferably as a Key-user or Business Support Agent.
  • Fluent in English.
  • Minimum 1 to 2 years of experience.


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