Suport Analyst

About OSF Digital:OSF Digital is a leading global digital transformation company, operating in over 30 countries worldwide. As a Salesforce Partner, we specialize in providing innovative solutions to help businesses achieve their digital goals. We are proud to be the only global Salesforce partner recognized in the top 5 categories, highlighting our commitment to excellence and customer success. With a strong focus on leveraging cutting-edge technologies and industry best practices, our team of experts is dedicated to driving growth and efficiency for our clients across various industries. Embracing a 100% remote culture for over 20 years, we are committed to flexibility and work-life balance for our employees.We are seeking a dedicated Support Analyst to join our team. This role is pivotal in providing first-level support through various channels, including email, web forms, live chat, ServiceNow, Jira Service, and customer-directed ITSM tools. The Support Analyst will screen and categorize tickets, handle inquiries, requests, and incidents with mapped workaround solutions, and assist in reproducing complex incidents for further action by N2 - Administration. The focus will be on Salesforce processes and clouds.Key Responsibilities:Provide first-level support via email, web forms, live chat, and ITSM tools.Screen and categorize tickets, handling inquiries, requests, and incidents.Map reproduction of complex incidents for escalation to N2 - Administration.Guide customers through step-by-step solutions in a clear, user-friendly manner.Collaborate with the technical department to resolve advanced issues.Document customer interactions, complaints, and actions taken.Contribute to the creation and updating of technical documentation and support materials.Monitor customer satisfaction and work to improve the overall service experience.Participate in training and mentoring junior staff members as required.Assist in the continuous improvement of the technical support process.Summary of Activities:Active action for platform adoption.Callback to gather more information and validate case handling.Co-browsing with users to address questions.Clarification of processes/business rules.Screening and categorization of cases/tickets.Escalation of cases without workaround to T2 with error reproduction.User management requests (password reset, user creation, and deactivation).Simple reports or updates of organizational records (e.g., dealership address).Step-by-step user research for error reproduction.Creation/sending of articles for the knowledge base.Requirements:Strong technical acumen with the ability to quickly learn new software and systems.Excellent problem-solving skills and the ability to think analytically.Effective communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms.Customer-oriented mindset with a strong focus on delivering exceptional service.Ability to work collaboratively in a team environment.If you are passionate about providing exceptional support and have the skills and experience required, we would love to hear from you. Apply now to join our dynamic teamOSF Digital is proud to be an equal opportunity employer, where you can bring your whole self to work. Join an inclusive and passionate community of professionals who help bring about digital transformation for businesses around the world. At OSF Digital, we welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, national origin, age, marital status, or any other protected category in any of the jurisdictions in which we conduct business.