Salesforce Customer Service Representative – Incident Response
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Job Description
Incident Coordinator managing incident responses for Continuum. Leading incident management process and logging recurring incidents in a remote role.
Responsibilities:
- 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
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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