Technical Support Analyst

hace 9 horas

Heredia, Costa Rica Moody'S A tiempo completo

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.
**Objective**:

- Production Support analyst is responsible for supporting our CRM Application users by handling queries raised by them.
**Functional Responsibilities**:

- Handle support tickets raised by internal Moody's employees seeking help on Salesforce ecosystem.
- Responsible for triaging and escalating any production issue affecting outages per procedures.
- Provide clear and regular updates to users through the support life-cycle.
- Facilitate discussion with stakeholders, L2/L3 Support, Business Analysts or vendors, if needed.
- Create Knowledge articles where required for team reference.
- Properly document all requests and issues within tickets utilizing support of multiple ticketing platforms such as Salesforce, Service Now, Jira, Service Desk, IDAM etc.
**Qualifications**:
Minimum education and work experience required for this position include:

- Minimum 2 years of relevant experience.
- Bachelors degree in Computer Science/IT or engineering.
- Solid Salesforce platform knowledge and experience with Sales cloud is required.
- Experience with handling complex Salesforce systems, third party integrations, data loader, excel connector, Workbench/SF Inspector, and writing/understanding SOQL queries on Salesforce database is preferred.
- Experience with Apttus/Conga CPQ or any other CPQ is desirable.
**The key competencies for this position include**:

- High degree of professionalism with ownership traits, when addressing and resolving issues.
- Demonstrated team player in resolving issues faster, during high case volumes or multiple high priority issue scenarios.
- Ability to think logically and pay close attention to detail.
- This position requires the individual to be flexible in availability to provide support in shifts in line with business needs.
Moody's is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

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