Continuum

Salesforce Customer Service Representative – Incident Response

Continuum

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementroot cause analysiscustomer serviceAgile project managementsprint planningIT operations
Soft Skills
leadershipcollaborationcommunicationprioritization
Certifications
Salesforce Admin Certified