• Provide production support for and automation of financial services production processes • Coordinate and oversee production processes for EASY applications to ensure compliance with regulatory and client Service Level Agreements • Respond to and mitigate production-critical program failures • Perform root-cause analysis and identify automation opportunities • Provide customer service and model best practices for less senior team members • Advise the manager on team and initiative status • Create, schedule, and monitor back-end applications for transactional processing using the CA Workload Automation tool, AutoSys • Monitor and maintain the EASY Workload Automation Tool to ensure timely processing of financial transactions • Monitor production performance of back-end processes and mitigate program failures • Escalate major system issues to other support teams in the organization • Respond to service ticket requests from business users, system developers, and clients • Use a service ticketing system to respond to requests for assistance regarding transaction processing • Access the EASY system code base and databases to investigate program failures • Communicate with development teams to report production issues and risks • Advise on and work on or lead strategic initiatives to mitigate or alleviate back-end application issues • Present automation opportunities to developers on the team • Operate independently with significant latitude for actions or decisions • Direct team priorities in critical situations • Resolve most questions and problems independently • Lend knowledge and expertise to troubleshoot complex issues in cooperation with colleagues • Assist less senior team members with decision-making and may override their decisions when necessary • Work closely with counterparts in Bangalore and offshore resources • Provide excellent internal and external customer service • Complete other duties as assigned • Work occasional overtime and weekends when covering offshore resources.

Role Description We are looking for customer focused individuals to fill full-time positions in our Technical Support division working for a full-service ISP. Applicants should be flexible, responsible, and can think and operate "outside the box" in a dynamic and fast paced environment. Responsibilities and Duties: - Own support issues full-cycle from start to finish - Answering initial and follow-up customer calls who have service and technical support issues - Phone call and service ticket queue awareness and ownership - Providing timely and thorough resolution of all issues raised by customers, as well as documenting all actions - Ability to troubleshoot connectivity and service issues with customer - Supporting and troubleshooting Email and broadband connectivity issues, including DSL, SDSL, IDSL, T1, FTTH - Supporting and troubleshooting hosted domains, DNS, Registry, VPS, and Business and Residential VoIP services - Customer billing and invoicing support - Maintaining consistent quality and performance metrics as set out by management - Assist with potential new account follow-ups Qualifications - High school or equivalent (Preferred) - iOS: 1 year (Preferred) - Windows: 1 year (Preferred) - Spanish (Preferred) - Korean (Preferred) Requirements - Ability to handle and prioritize multiple contacts and tasks - Understanding of Windows, OS X, and mobile operating systems - Solid understanding of Dialup, Email, Broadband connectivity and VoIP services - Basic understanding of Fiber Optics, to help support and troubleshoot connectivity - Solid knowledge of TCP/IP, domain hosting, and LAN/WAN concepts - Excellent written, listening and verbal communications skills and an ability to maintain strict professionalism in all client communication - Flexibility in shift schedules (starting as early as 5:00 am, ending as late as 8:00 pm as well as holidays, weekends, etc.) - Students are welcome. We are a West Coast-based company. This position may be performed from another U.S. time zone; however, employees are expected to be available during our core business hours and may be required to attend meetings scheduled as late as 3:00 or 4:00 p.m. Pacific Time. Benefits - 401(k) - 401(k) matching - Dental insurance - Health insurance - Life insurance - Paid time off - Retirement plan - Vision insurance

• Respond to incoming support inquiries via phone, email, or ticketing system in a timely and courteous manner. • Analyze and troubleshoot technical issues reported by end-users, including hardware, software, and network problems. • Provide effective solutions to technical issues, guiding end-users through corrective steps or performing remote troubleshooting. • Escalate unresolved issues to appropriate IT personnel or vendors for further investigation and resolution. • Assist with the installation, configuration, and deployment of software applications and updates. • Document support tickets, resolutions, and procedures to build a knowledge base for future reference and training. • Provide basic training and assistance to end-users on software applications, systems, and IT best practices. • Monitor system performance and security to identify potential issues or vulnerabilities proactively. • Conduct routine maintenance tasks such as system updates, patches, and backups. • Follow established IT policies, procedures, and guidelines to ensure compliance and security.

Role Description 本ポジションはサポートエンジニアとしてお客様が直面している課題の最初の窓口となり、お客様を成功に導く専門家です。高い技術力と迅速、丁寧、的確なサポートサービスを提供し、顧客満足度を最大化することで、Salesforceの成長に貢献することをミッションとしています。 - セールスフォース製品における標準機能および、お客様のカスタマイズ項目のトラブルシューティングの支援 - 担当分野の製品機能における技術的専門性の確立および保持 - 卓越した分析、トラブルシューティング、および問題解決の専門知識の提示 - お客様期待値および顧客体験の管理による顧客満足度の最大化 - 業務に関連するトレーニングへの積極的かつ継続的な参加 - 必要に応じて社内ツールやエスカレーションチームを活用しお客様の課題を効果的に調査・記録・優先度付けする能力、ならびに速度の速い環境下での効果的な時間管理能力の提示 - プレッシャーのかかる状況下でのマルチタスクと効率的な業務遂行 - ナレッジ文書の作成と管理 Qualifications - コンピューターサイエンスまたは同等の経験の学士号 - テクニカルサポートまたはサービス関連での職種、テクニカルアカウントマネージメントにおける3〜5年以上の経験 - インターネットテクノロジーの理解：ファイアウォール、ウェブサーバー、プロキシサーバーなど - システム連携技術の知識：コンピュータテレフォニー統合、データクレンジング/重複除外、データ複製、Salesforceオブジェクト間のトランザクションデータ - データベースの概念とデータ管理（RDBMS）およびSQLの知識 - オブジェクト指向設計とコアプログラミング概念の知識 - XMLの知識、サーバー間Webサービス（SOAP）の使用経験があれば尚可 - フロントエンドWeb層（JavaScript、AJAX、HTML、DHTML、CSS、およびクロスブラウザー開発）とバックエンド（Java、.Net、SQL）ソフトウェア開発の双方の知識 Requirements - Salesforce CRMおよびそのテクノロジーの経験 - SaaSサポートの業務経験 - Certified Salesforce Administrator (ADMIN201) - Certified Application Builder (APP BUILDER) - Certified Salesforce Developer (DEV401) - Certified Salesforce Developer (DEV501) Benefits When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Company Description Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life.