L1 Technical Support - Salesforce CRM

at  Virtusa

ABOUT VIRTUSA

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

RESPONSIBILITIES

We are looking for a customer-focused and driven individual to join our Digital Products team as a Level 1 Technical Support officer. You will be the first point of contact for our internal and external customers experiencing technical issues across our range of digital products. You will be required to provide timely assistance and resolution, while maintaining a strong focus on customer experience and satisfaction.

THE RESPONSIBILITIES INCLUDE:

• Provide technical support to end users on various technical issues and problems relating to software that is used by internal and external customers. This includes our Customer Relationship Management System, Event Management System, data analytical tools like Tableau, and other customer-serving SaaS products like HiveBrite and WordPress.
• Respond, document, resolve or escalate incidents, change request or service tickets in a timely manner in accordance to established Service Level Agreements.
• Uphold the service level requirements and strive for continuous service improvement by providing quality technical support to end users. This would also include gathering customer feedback and insights to identify recurring issues and areas for improvements in products and services.
• Contribute to the creation and maintenance of a knowledge base that would comprise self-service resources for customers to resolve simple technical issues independently. This would include documentation of common issues and their resolutions.
• Support the various System Administrators with administrative activities, which could include user Onboarding/ Offboarding, generating reports on user activities and database management activities such as data cleaning, uploading/patching.