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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical and problem-solving capabilities, with experience in troubleshooting system issues and managing support tickets through platforms like Freshdesk. Proficient in developing documentation and collaborating with cross-functional teams to enhance user support and drive continuous improvement.
Highest-signal resume keywords
Salesforce User SupportFreshdesk Ticket ManagementAnalytical Problem-SolvingDocumentation DevelopmentCollaboration Across Functions
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Issue InvestigationData Discrepancy ResolutionSystem TroubleshootingProject Management ProcessesBusiness Process Documentation
Soft Skills
Attention to DetailOrganizational SkillsWritten CommunicationVerbal CommunicationAbility to Manage Multiple Requests
Tools & Technologies
FreshdeskSalesforceKantataServiceNowJira Service Management
Industry Keywords
Telecommunications KnowledgeNetworking Industry KnowledgeProfessional Services OperationsProject Lifecycle ManagementContinuous Improvement Activities
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Monitor, manage, and resolve incoming support tickets through Freshdesk related to Salesforce and Kantata
- Investigate and troubleshoot system issues, user inquiries, data discrepancies, and process-related questions
- Escalate complex technical or functional issues to appropriate internal teams while maintaining ticket ownership and follow-up
- Track ticket status, resolution times, and recurring issues to drive continuous improvement
- Maintain documentation of ticket resolutions, troubleshooting activities, and support procedures
- Collaborate with system owners and technical teams to resolve issues involving Salesforce, Kantata, and connected systems
- Develop and maintain system documentation, knowledge articles, FAQs, and user support materials
Requirements
What you’ll need- Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related field, or equivalent practical experience
- Recent graduate or approximately 3 years of relevant professional experience
- Strong analytical and problem-solving skills with application of issue investigation and solution identification
- Excellent written and verbal communication skills
- Strong attention to detail and organizational skills
- Ability to manage multiple requests simultaneously
- Ability to learn new software applications, systems, and business processes
- Ability to collaborate with colleagues across different functions and geographic regions
- Experience with Salesforce records, workflows, reporting, or user support is nice to have
- Experience with Kantata is nice to have
- Experience with Freshdesk, ServiceNow, Jira Service Management, or another ticketing/support platform is nice to have
- Telecommunications or networking industry knowledge is nice to have
- Project management processes, professional services operations, or project lifecycle management experience is nice to have
- Experience investigating data discrepancies, troubleshooting system issues, or supporting enterprise applications is nice to have
- Exposure to business process documentation, system testing, or continuous improvement activities is nice to have
Benefits
Comp & perks- Flexible work environment
- Employee growth, well-being, and belonging initiatives
- Equal Opportunity Employer environment
- Accommodation measures for candidates with disabilities