Senior Salesforce Support Engineer - Tier 3 Escalation

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

Résumé du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced IT specialist to act as the final escalation point for Salesforce Tier 3 cases and to mentor junior staff. You will support production and development systems, troubleshoot across Windows OS, Office365/SharePoint, and cloud infrastructure, and collaborate with developers to test fixes.

The role demands 8+ years in IT, an associate degree (bachelors preferred), strong customer service, and excellent written/oral

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.
• Uses attention to detail, 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. Collaboration may involve testing fixes made by the development team.
• Occasionally will report to client leadership on high-visibility Tier 3 cases.

Connaissances

IT operations

Troubleshooting

Customer service

Communication

Cloud infrastructure

Formation

Associate degree or equivalent

Bachelor's degree preferred

Professional certification preferred

Outils

Microsoft Windows

Windows Server

Office365

SharePoint

Teams

Cloud infrastructure

Description du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced IT specialist to act as the final escalation point for Salesforce Tier 3 cases and to mentor junior staff. You will support production and development systems, troubleshoot across Windows OS, Office365/SharePoint, and cloud infrastructure, and collaborate with developers to test fixes.

The role demands 8+ years in IT, an associate degree (bachelors preferred), strong customer service, and excellent written/oral