IT Litify Support Tech

The role

The agent will provide frontline technical support with a focus on Salesforce. They will troubleshoot issues, collaborate with IT teams, and ensure customer satisfaction.

What you will do

• Provide frontline Salesforce technical support via phone, email, and chat
• Respond to Salesforce-related tickets escalated from other technicians
• Collaborate with Salesforce Administrators, Developers, and other IT teams
• Create and update knowledge base articles and user guides
• Respond to inquiries in a timely and professional manner
• Troubleshoot and resolve technical problems
• Record and document requests, incidents, and troubleshooting steps in Freshservice
• Maintain First Call Resolution rate and meet KPIs
• Assist in training end-users on Salesforce features and updates
• Perform other duties as assigned

Required qualifications

• 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
• 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

Nice to have

• 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
• 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 insurance
• Dental insurance
• 401(k) plan
• Paid time off
• Paid holidays

Before you apply

• Employer participates in E-Verify to confirm authorization to work in the U.S.

About the company

Morgan & Morgan is a personal injury law firm with over 6,000 employees. Their mission is For the People.