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Continuum logo
Continuum

Accelerating Digital at the Speed of Government

Salesforce Customer Service Representative – Incident Response

Customer SupportCustomer SupportOtherRemoteSeniorTeam 11-50Since 2023H1B SponsorCompany SiteLinkedIn

Location

Virginia

Posted

84 days ago

Salary

0

Seniority

Senior

Associate Degree5 yrs expEnglish

Job Description

Salesforce Customer Service Representative – Incident Response

Continuum

• Report to the Sr. Manager for the Incident Response team • Assist with leading the incident management process to resolution • Log and categorize recurring incidents • Respond to internally identified and customer reported incidents • Coordinate incident resolution rapidly and within defined service levels • Prioritize incidents according to their urgency • Collaborate with teams to ensure all protocols are followed • Log all incidents and their resolution • Propose adjustments to incident management process and support implementation of changes • Communicate with upper management if major issues are found • Manage root cause analysis between technical teams • Document the impact of incidents, root causes, and corrective actions • Provide and communicate internal incident reports to stakeholders

Job Requirements

  • 5+ years of Help desk or other experience working in a customer service capacity
  • Salesforce Admin Certified
  • Some familiarity with Agile project management and sprint planning
  • Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations
  • Must be able to obtain a public trust clearance
  • Must be eligible to work in the United States
  • Must have reliable internet service that allows for effective telecommuting
  • Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers
  • Knowledge of IT Operations and key systems
  • 3+ years of relevant experience including at least

Benefits

  • Health insurance
  • Professional development opportunities
  • Ability to work independently
  • Ability to collaborate on cross-functional teams

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