Case and Support Specialist
hace 2 semanas
Key Responsibilities
- Case Assignment: Monitor the case queue within Salesforce and promptly assign cases to the appropriate support teams or individuals, or reach out to the correct Support Manager for assistance.
- SLA Management: Ensure all high-priority cases receive a first response within the defined service level agreement (SLA) by adding initial comments to acknowledge the customer's issue before assigning it out.
- Communication & Escalation: Proactively ping managers to assign unassigned cases, and manage case transitions and escalations as needed to ensure issues are resolved efficiently.
Required Skills
- Organizational Skills: Excellent ability to manage multiple priorities and maintain a high level of accuracy and attention to detail.
- Communication: Strong written communication skills with the ability to convey information clearly and concisely.
- Adaptability: Ability to thrive in a fast-paced, high-pressure environment.
- Experience with Salesforce CRM: Proven experience using Salesforce, specifically with case management and reporting.
- Previous experience in a customer support or help desk role.
- Knowledge of service level agreements (SLAs) and their importance in a support environment.
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