Requirements

3 or more years of experience in technical end-user support using Microsoft Office and Google Workspace.
Proficiency in Salesforce Customer Relationship Management (CRM) platforms and Salesforce helpdesk utilities.
Experience with Jira and integrated enterprise incident management systems.
Experience in software bug lifecycle tracking, system testing, and validation activities.
Experience in technical problem-solving and troubleshooting user-reported application errors.
Experience with authoring technical documentation, FAQs, and software user guides.
Excellent verbal and written communication skills.

Responsibilities

Resolve Salesforce and platform-related technical issues reported by internal and external users.
Triage, log, and monitor system incidents within Jira and Salesforce Helpdesk ticketing platforms.
Validate user-reported software bugs to isolate root causes and write detailed reproduction steps.
Manage incident severity levels and escalate complex issues to Tier 2 and Tier 3 engineering teams.
Perform system testing and validation checks to verify system modifications and deployment fixes.
Update technical documentation, user guides, and programmatic FAQs with issue resolutions.
Communicate system updates, work-around strategies, and resolved bug statuses directly to end-users.

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.

Salesforce Helpdesk Analyst

Key skills

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