Senior Associate, Web Support

Inviting applications for the role of Senior Associate, Web Support!

In this role, you will assist end users in transitioning to a unified website, consolidating various platforms currently in use. This will allow users to access all platforms with a single login. The support includes addressing issues such as login problems, updates, role creation, edits, deletions, permission management, and more.

Responsibilities

Answering general inquiries : Responding to customer questions about Website, Onboarding, Login, Product and Service

Guiding customers on how to purchase, renew, reset password, change in billing and shipping address, assisting in purchasing products, adding products to the cart, check out issues, sending proforma invoices

Providing guidance on knowledge base : Assisting customers with creating and managing knowledge articles, including how to search for and share relevant information with customers.

Troubleshooting basic issues : Check out, CC payments, account registration, adding aircraft tails and avionics

Offering guidance on entitlements and SLAs : Assisting customers with setting up and managing entitlement processes, service level agreements (SLAs), and milestones within Salesforce Service Cloud.

Resolving user access issues : Assisting customers with user access problems, such as granting or revoking user permissions, troubleshooting permission-related errors, or managing user roles

Ensuring customer satisfaction : Ensuring that customers are satisfied with the support provided, following up on any unresolved issues, and seeking feedback to improve the overall support experience.

Qualifications we seek in you!

Minimum Qualifications / Skills

Graduate (Any stream)

Experienced

Support Experience

University graduate

SFDC, SAP, JIRA (a plus)

Preferred Qualifications / Skills

Any Graduate

Order Management

Excel, SFDC, JIRA application knowledge