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JQCK
Salesforce Support Analyst
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Competencies
Provided exceptional customer support remotely, handling inquiries and resolving issues efficiently.
Provided technical assistance remotely, troubleshooting issues for end-users and clients.
Conducted online recruitment processes, including candidate screening and interviewing.
Effectively managed remote work environments and communication for diverse teams.
Summary
Experienced remote customer support agent with 15+ years in client service, tech support, and recruitment, seeking part-time or full-time remote opportunities.
Key Achievements
- Accumulated over 15 years of experience in customer support, tech support, and recruitment.
- Managed remote online work from a home office across multiple domains including customer service and technical support.
- Transitioned from local business management to global remote support roles, demonstrating adaptability and versatility.
Experience
Salesforce Support Analyst
Delivered Tier 1 and Tier 2 technical support to over 600 Salesforce users across multiple time zones., Resolved 80–90% of incoming support tickets within SLA using Jira and ServiceNow., Managed user accounts, roles, and permission sets in Salesforce; supported onboarding/offboarding tasks., Documented recurring issues and solutions in Confluence to reduce ticket load and assist teammates., Collaborated with Salesforce Admins and Developers to resolve system bugs and implement improvements., Maintained effective communication via Slack, Zoom, and Google Meet with global support teams.
Technical Support Specialist (CRM Systems)
Supported 400+ remote employees with technical issues related to Salesforce, Zoho, and HubSpot., Triaged and resolved tickets through Zendesk and escalated complex issues to appropriate stakeholders., Delivered remote training and how-to resources for new users, increasing CRM adoption across departments., Created step-by-step documentation for repetitive troubleshooting tasks, reducing response time by 25%., Assisted with CRM data cleanup and reported issues with SOQL queries and Excel data tools.