SUMMARY

Support a US Navy Customer Relationship Management (CRM) system running on Salesforce and serving over 1M users. Author, review, and share Help Desk and training related materials.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

Maintain Tier-II trouble desk. Support customers with reported issues in a pleasant and professional manner. Establish accounts, grants access, and assist with user access issues. Answer specific questions about installation, operation, configuration, customization, and usage of assigned products. Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalate complex problems to senior level contract support team members. Maintain threaded discussion and message board functionality. Create and edit online training for other Help Desk personnel. Work with development team to troubleshoot and identify problems with the site. Support Test Team members. Attend meetings with various working groups to provide input as needed. Assist with creating and distributing weekly Customer metrics Reports. Create and update Usability Guides. Maintain regular and punctual attendance. Perform other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

None.