Description
At Morgan & Morgan, the work we do matters. For millions of Americans, we're their last line of defense against insurance companies, large corporations or defective goods.
We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in our Tampa or Miami, FL office. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience.
Responsibilities:
- Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
- Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform
- Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements
- Create and update knowledge base articles and user guides for common Salesforce issues
- Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction
- Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary
- Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform
- Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time
- Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment
- Assist in training end-users on Salesforce features, best practices, and new updates
- Stay current on Salesforce platform updates, releases, and best practices
Requirements:
- Minimum of 2 years of experience in a Service Desk/Helpdesk Role
- Strong problem analysis and problem-solving skills
- Excellent written and verbal communication skills
- Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
- Ability to multitask, prioritize, and adapt in a fast-paced environment
- Knowledge and understanding of Active Directory functionality
- Proficient in Microsoft Office 365 applications
- Experience documenting all aspects of troubleshooting and issue resolution
- Familiarity with basic networking concepts
- Willingness to work flexible hours, including weekends and holidays
- Resourceful, well organized, highly dependable, efficient and detail oriented
Preferred Qualifications:
- 1-2 years of experience supporting Salesforce
- Knowledge of configuring Salesforce functions including custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards
- Experience working with Salesforce Service Clouds is a plus
- Experience working with Salesforce Lightning interface
- Knowledge of API integrations and Salesforce AppExchange solutions
- Familiarity with other ITSM platforms such as Freshservice
- Experience with VMWare Horizon Virtual Desktops
- ITIL Foundation certification
- Experience with remote support tools
Benefits:
- Medical and dental insurance
- 401(k) plan
- Paid time off and paid holidays