VXI Global Solutions
Website:
vxi.com
Job details:
Job Title: SSS Representative (Salesforce)
Job Summary
We are seeking a proactive and customer-focused Application Support Specialist to provide frontline technical and application support for contact center agents. This role will serve as the primary point of contact for system-related issues, ensuring agents have the tools and guidance needed to perform effectively. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for improving user experience and operational efficiency.
Key Responsibilities
Serve as the first point of contact for agent issues related to:
- Genesys setup, headset/telephony provisioning, and local IT support
- Salesforce navigation and Careforce/Telesales applications
- General platform or process-related functionality questions
- Troubleshoot, resolve, or escalate issues efficiently while working directly with agents
- Act as a liaison between frontline agents and the Salesforce team, escalating issues only when necessary
- Track and analyze issue trends to identify broader process or system improvement opportunities
- Create, maintain, and enhance job aids, knowledge base articles, and support documentation
- Deliver ad hoc and scheduled training sessions, both live and recorded
- Assist in documenting processes and recommending workflow improvements
- Support User Acceptance Testing (UAT) and help translate agent feedback into business requirements
Preferred Qualifications
- Strong communication skills with the ability to explain technical concepts in simple, user-friendly language
- Excellent organizational, analytical, and problem-solving skills
- Ability to work independently and effectively manage priorities
- Willingness to learn and become proficient in Salesforce
- Experience running basic reports and guiding users through workflows
- Experience in Salesforce, programming, or other technical disciplines is highly preferred
- Salesforce experience is a plus but not mandatory, as training can be provided to the right candidate
Schedule & Location
Location: Onsite – VXI India (Hyderabad)
Schedule: Rotating schedule with two days off per week
Click on Apply to know more.