Agent Workspace Salesforce Support Analyst - Singapore - FCM

FCM

Verified Company

Singapore

2 weeks ago

Posted by:

Wei Jie

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Job no: 518458

Brand:

FCM

Work type:
Full time

Location:
Singapore

Categories:
Information & Technology

To investigate & resolve level 2 & 3 Agent Workspace (Salesforce Service Cloud) and related technologies support cases within an agreed business SLA.

The job responsibilities include:

Platform Support

Investigate and resolve level 2 & 3 support cases for Agent Workspace (Salesforce Service Cloud) and other integrated systems users across all markets in AMER, APAC and EMEA
Resolve support service requests, change request and incidents within SLA (Service Level Agreement)
Manage global case queues to ensure adequate support coverage and handling of support cases.
Research, document, and resolve customer issues, using internal and external tools.
Where necessary escalate issues and bugs and raising to internal technical teams, external Product Engineering, and additional stakeholders when required.
Where necessary escalate requests to the global project/technical teams.
Managing customer expectations and the customer experience to improve customer satisfaction.
Creating and curating knowledge content.
Willingness to participate in weekend and holiday oncall rotation coverage to ensure suitable support coverage for the platform.
Produce, maintain and support customer reporting and analytics as required.

Client Implementation

Implement new clients across AMER, APAC and EMEA onto Agent Workspace as required by the customer implementation teams.
Develop relationships with implementation teams globally to facilitate implementations requests.

Platform Deployment

Deploy agent workspace to new operational consultants as required across AMER, APAC, and EMEA
Assist in onboarding new operational consultants to
Plan and execute change activities to ensure adoption of Agent workspace.
Aid in the deployment of new teams and areas of the business onto the platform as required.

Requirements: