Title: L2 CRM support
Location :- Farmington CT
Position type:-Long Term Contract
we will need L2 support type resources who have experience in managing incidents using Salesforce/ServiceNow. Ideal candidate should come from software application support experience and creating/updating operating procedures.
• Helps Case Management manager resolving cases
• Helps in testing CRM application in enhancements
• 2-3 years of experience in case management applications
• Technical knowledge of CRM (Salesforce/ServiceNow)
• Run reports and dashboards in CRM
• Helps in documenting user guides and release plans
• Asks effective questions and gathers information to determine the source of problems and specific customer needs.
• Accurately captures all customer and issue-specific information in the case management
• Leads customers through documented processes for troubleshooting and resolving access or connectivity issues
• Uses multiple client tools, client-specific reference materials, scripting, advanced technical knowledge, customer service skills and problem-solving skills to diagnose and resolve customer problems.
• Stays current with latest technology changes and client-specific policies
• Acts as a liaison between the customer and client departments including Customer Service and escalations teams
Nityo Infotech Corp.
666 Plainsboro Road,
Plainsboro, NJ 08536
Thanks & Regards
Team Lead Recruitment
Desk: 609-853-0818 Ext- 2513
Farmington, CT, 02121