Senior Salesforce & IT Systems Escalation Engineer

ASM Research, An Accenture Federal Services Company; Concord (NH); Hybride; USD 35 000 - 68 000; Plein temps

Résumé du poste

ASM Research is seeking an experienced Salesforce Tier 3 escalation specialist to resolve the most complex issues after Tier 1 and 2 have exhausted their efforts. You will apply PDA Salesforce knowledge to identify root causes and drive efficient resolutions.

You will collaborate with developers and cross-functional teams to test fixes, update Knowledge Articles, and occasionally brief client leadership on high-visibility cases. A strong IT background and customer service focus are essential.

Qualifications

• Associate's degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science, or a related field preferred.
• Professional Certification or License preferred
• 8+ years of experience in information technology, systems administration or other IT related field.

Responsabilités

• Serve as the final escalation point for resolving the most complex Salesforce-related issues that Tier 1 and Tier 2 agents cannot resolve.
• Use PDA Salesforce business knowledge and Salesforce technical knowledge to identify root cause of Tier 3 cases and resolve cases effectively and efficiently.
• Supports the Knowledge Manager with release-related updates and requested improvements to Knowledge Articles.
• Works closely with PDA Salesforce developers and functional team members to address bugs identified by Tier 3 cases; testing fixes with the development team may be involved.
• Occasionally will report to client leadership on high-visibility Tier 3 cases.

Connaissances

Microsoft OS

Windows Server

Office 365

SharePoint

Teams

Root-cause analysis

Troubleshooting

Communication

Customer service

Cloud infrastructure

Digital workspace

Storage technology

Formation

Associate degree or equivalent

Bachelor's in IT/CS preferred

Description du poste

ASM Research is seeking an experienced Salesforce Tier 3 escalation specialist to resolve the most complex issues after Tier 1 and 2 have exhausted their efforts. You will apply PDA Salesforce knowledge to identify root causes and drive efficient resolutions.

You will collaborate with developers and cross-functional teams to test fixes, update Knowledge Articles, and occasionally brief client leadership on high-visibility cases. A strong IT background and customer service focus are essential.