Project description
- Performs troubleshooting of client solution issue and provide resolution
- Performs Business Administration and Data Maintenance activities following established processes
- Provides support on Champion incidents, or escalated incidents from Field Users and on Service Requests using the ticketing tool and Request Fulfilment processes
- Coordinates the routing and handling of Requests for Change to the next level of support with the help of the Client Service Partner
- Escalate issues relating to product support or product operations to the next defined level
- Additional activities include performing backups, console operations, i.e. monitoring the status of specific systems, job queues and running scheduled housekeeping jobs, such as database maintenance, file clean-up
- Implement small change requests
Who we're looking for?
Qualifications, Skills & Experience required:
- Experience investigating incidents and identifying and implementing solutions
- Clear client-friendly communication skills
- Fluency in English and Polish, written and verbal
- SFDC Admin certification as a great asset
- 1+ years’ service analyst experience would be a plus
- Fresh graduate in IT or related discipline will be considered
Desired/Preferred:
- ITIL certification
- Salesforce Marketing Cloud certification
- Exposure to Pharma commercial applications, especially CRM
- Fluency in languages other than English
Skills