Job Description

Responsibilities:

• Enhance or develop a comprehensive knowledge base for client-owned applications.
• Design and deliver engaging training programs for staff on client-owned applications, Salesforce, and Amazon Connect functionalities.
• Analyze common issues and assist with ensuring incident management processes are effectively structured.
• Provide expert-level support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and web-based applications.
• Serve as an escalation point for common application issues, identifying and escalating priority issues to appropriate teams.
• Utilize chat and soft phone features to resolve customer inquiries, concerns, and requests about the agency's mission systems and applications while maintaining an exceptional level of customer service.
• Conduct individual research using available resources to provide recommended solutions for various challenges.
• Adhere to established agency processes and procedures.
• Making scheduled callbacks to customers as per standard procedures.
• Staying current with agency system information, changes, and updates as directed.

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