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 - Robust 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