SSS Representative (Salesforce)

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