Vacancy caducado!
Support Lead- Level 1 & 2 Support TicketsLocation: Louisville, Kentucky (Currently working remotely)Start Date: ASAP
Job Description:- Responsible for managing and resolving level 1 and 2 support tickets.
- Participating in system triage after production turns.
- Improving support processes and technology.
- This lead must have experience leading offshore support teams, creating metrics and reports on support capabilities, and being accountable for the success of a support team.
- Must be willing and capable to get hands-on with ticket resolution while showing leadership to drive the team’s productivity and quality.
- Strong in developing documentation, training article, processes and providing training to team.
- Able to drive the issue resolution with business and development team and coordinate.
- Leading the call with Business, IT to go over outstanding tickets, document impact, root cause and next steps, Drive meetings when user or business teams disagrees with ticket resolution.
- Partner with various development teams to make sure the incidents are brought up to attention and follow-up takes place.
- Salesforce experience
- API understanding
- Ability to write basic SQL queries and understanding of relational databases is preferred.
- Experience in Healthcare industry and Service Now
- RPA with Automation Anywhere is a plus
- Problem Solver with strong troubleshooting skills, strong attention to details.
- Highly detail Oriented person, Ability to work autonomously, self-driven and a quick learner.
- Excellent communication skills
Vacancy caducado!