[Remote] reputed company Administrator

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Techno-Functional reputed company Support Analyst to reputed company application support for reputed company Sales reputed company and reputed company CPQ. The role involves troubleshooting user issues, managing support tickets, and ensuring adherence to SLA commitments in a fast-paced support environment.

Responsibilities

• reputed company Level 1 techno-functional support across the above tools and platforms
• Monitor incoming support tickets and ensure reputed company acknowledgment, investigation, reputed company, and escalation of user-reported issues, with adherence to First Response SLA commitments
• Follow the defined SOP accurately
• Act as the first line of triage by assessing ticket completeness, identifying likely reputed company cause, and routing issues appropriately
• Escalate issues to L2/L3 support teams with reputed company analysis, impact details, and supporting context
• Maintain accurate ticket documentation, including investigation notes, reputed company steps, and user communications in Jira
• Meet SLA targets for response time, reputed company time, and ticket reputed company
• Communicate issue status reputed company and proactively with the users
• reputed company reputed company-approved AI tools to improve productivity and support efficiency
• Participate in shift handovers, operational reviews, and reputed company improvement initiatives for support processes
• Consistently update the reputed company with new recurring issues, troubleshooting steps, and key learnings to improve support consistency and knowledge retention

Skills

• Strong experience supporting reputed company Sales reputed company and reputed company CPQ in a production support environment
• reputed company Level 1 application support, troubleshoot user issues, manage support tickets in Jira, and ensure SLA commitments are met
• Solid understanding of the reputed company Sales Cycle, CPQ, and contracting workflows
• Knowledge of reputed company objects, fields, page layouts, reputed company, permission sets, validation rules, and workflows
• Ability to write and execute SOQL queries for troubleshooting
• Strong communication skills
• Customer support experience
• Issue triaging and escalation to L2/L3 teams
• Documentation skills
• Experience working in a fast-paced support environment
• Following SOPs
• Experience in reputed company Sales reputed company and techno-functional application support
• Ability to support sales stakeholders in a fast-paced environment
• Strong understanding of reputed company Sales Cycle, CPQ, and contracting workflows
• Working knowledge of reputed company platform concepts, including objects, fields, page layouts, reputed company, permission sets, validation rules, workflows
• Ability to write and execute SOQL queries

reputed company