Salesforce Customer Service Representative - Incident Response Remote

About the Role

Continuum Tech is seeking a dedicated Salesforce Customer Service Representative (CSR) - Incident Response remote to join our innovative team. In this role, you will be pivotal in enhancing our incident management processes while working with federal organizations. Your expertise in Salesforce and customer service will be crucial in ensuring swift incident resolution and maintaining high service quality.

What You'll Do

• Respond to system incidents and coordinate resolution effectively.
• Prioritize incidents based on urgency and impact.
• Collaborate with cross-functional teams to ensure adherence to protocols.
• Log incidents and propose process adjustments to improve efficiency.
• Communicate major issues to upper management promptly.
• Manage root cause analysis and document corrective actions.
• Provide internal incident reports to stakeholders for transparency.
• Work with internal and third-party teams to facilitate incident resolution.
• Complete reports related to incident trends for continuous improvement.

Requirements

• 5+ years in customer service or help desk experience.
• Salesforce Administrator certification is mandatory.
• Familiarity with Agile project management methodologies.
• Ability to work independently and collaboratively in a remote setting.
• Strong interpersonal and communication skills.
• Experience supporting federal organizations is a plus.
• Must be able to obtain public trust clearance.
• Reliable internet service for telecommuting.

Nice to Have

• Experience with incident management tools.
• Knowledge of ITIL practices.
• Previous experience in a remote work environment.

What We Offer

• Opportunity to work remotely with a flexible schedule.
• Engagement with a dynamic incident response team.
• Professional development opportunities to enhance your skills.
• Collaboration with cross-functional teams to drive improvements.
• Involvement in enhancing incident management processes.