Global Support Center Technician

Key accountabilities:

  • Monitoring SALESFORCE.COM incoming ticket queue and responding to incoming SALESFORCE.COM support tickets.
  • Actively working on resolving open/active customer SALESFORCE.COM tickets.
  • Documenting SALESFORCE.COM troubleshooting progress in SALESFORCE.COM case comments.
  • Daily follow up with customers on all open/pending SALESFORCE.COM tickets.
  • Process part exchange requests (creation of logistic tickets).
  • Escalate difficult technical problems to senior engineers and/or Level 2 Support.
  • Properly document encountered problems and their solutions in SALESFORCE.COM.
  • Enter timesheet data into SALESFORCE.COM and TenRox every week.
  • Able to interact with customers from all over the world.
  • Able to work on regular night shift (EMEA/AMS time zones), with some flexibility to swap roster.

Essential Skills:

  • Degree/diploma in IT/Electronic/Broadcast engineering or equivalent
  • Minimum 2 years’ relevant working experience. Fresh graduates are welcomed to apply.
  • Experience working in a 24×7 support center preferred.
  • Experience with SalesForce.com will be advantageous
  • Shift work (morning/evening/night) – 4 days work 4 days off
  • Technical support (candidate must have basic knowledge or interest in progressing to a technical role)
  • Good command of English, speaking and writing

To apply for this job email your details to career@dlsconsultancy.com