Senior Support Specialist

Key Responsibilities:

• Provide technical support by investigating, troubleshooting, and resolving system-related issues reported by users or internal teams.
• Reproduce reported issues to isolate contributing factors, identify possible causes, and determine the appropriate resolution.
• Navigate and analyze system records using Salesforce and Salesforce Inspector or comparable tools.
• Utilize SQL queries to review, validate, and investigate records for troubleshooting purposes.
• Analyze JSON messages, requests, and responses to understand system transactions and identify potential issues.
• Use IDs and other identifiers from system requests to trace transactions and search related or ancillary systems.
• Determine whether an issue is code-related, configuration-related, or caused by incorrect or incomplete data, and recommend the appropriate corrective action.
• Collaborate with relevant technical teams to escalate complex issues, communicate findings, and support resolution efforts.
• Accurately document troubleshooting steps, findings, root causes, and resolutions for future reference.
• Ensure timely handling of support cases while maintaining accuracy, attention to detail, and adherence to established processes.

Required Skills:

• 2-3 Years of experience or 4-5 Years of experience for Senior role
• Salesforce (required)
• Technical Troubleshooting
• Salesforce Inspector or Comparable Tools
• SQL / Database Querying
• JSON
• API and System Integration Understanding
• Root Cause Analysis
• Data Analysis and Validation
• Problem-Solving Skills
• Ability to distinguish code-based issues from data-related issues
• Strong analytical and communication skills