System Support Specialist

PerfectVision Manufacturing is seeking a dedicated System Support Specialist to be the go-to resource for system related issues on customer-facing platforms including our cutting edge Chuzo and Field Service platforms built on Salesforce platforms. In this role, you will handle troubleshooting, ensure seamless platform functionality, and enhance customer satisfaction. You will be the go-to resource for resolving customer technical issues, ensuring operational efficiency, and supporting our internal teams by contributing to process improvements., * Technical Support: Provide expert technical support for all customer-facing platforms, including troubleshooting, diagnosing, and collaborating with development teams to find resolutions to software issues.

• Salesforce: handling user management and basic configurations
• Customer Assistance: Respond to customer inquiries and provide solutions in a timely manner via multiple communication channels, including email, phone, and chat.
• Platform Monitoring: Regularly monitor the performance of customer-facing platforms, identifying and addressing potential issues before they impact users.
• Documentation & Reporting: Maintain clear and detailed records of support activities, including technical issues and resolutions, in the ticketing system.
• Cross-Functional Collaboration: Work closely with customer service, product, and IT teams to improve support processes and implement platform enhancements.
• Process Improvement: Identify opportunities to enhance support efficiency and contribute to documentation updates and knowledge base resources.
• Training Support: Assist in training sessions for new team members and end-users on platform functionalities, including Salesforce features.
• Incident Escalation: Escalate complex issues to appropriate teams, and track resolution to ensure customer satisfaction.

• 2+ years in a technical support or helpdesk role, preferably in a customer-facing environment.
• Hands-on experience with Salesforce (basic administration, user support, and troubleshooting).
• Technical Skills:
• Familiarity with CRM platforms, ideally Salesforce.
• Familiarity with technologies like APIs, iFrames, order entry platforms, and business enablement software.
• Proficiency in troubleshooting software and technical issues related to web-based platforms.
• Strong understanding of ticketing systems, with an ability to log and track technical incidents accurately.
• Soft Skills:
• Excellent communication skills with the ability to translate technical information into clear, user-friendly language.
• Strong analytical and problem-solving skills, with a proactive approach to resolving issues.
• Ability to manage multiple support requests efficiently, prioritize tasks, and meet deadlines.
• Patience and a professional demeanor, especially under pressure.
• Quick learner with the ability to adapt to new tools, systems, and processes.

Preferred Qualifications

• Industry Experience: Experience in a manufacturing, telecommunications or customer-centric industry is beneficial.
• Additional Technical Skills: Familiarity with additional customer support platforms, scripting, or API integrations is an asset.