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IT Salesforce Service Desk Agent

Tampa, Florida, United States

At Morgan & Morgan, the work we do matters. For millions of Americans, we’re their last line of defense against insurance companies, large corporations or defective goods. From attorneys to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 3,000 employees are all united by one mission: For the People.

Job Title: IT Salesforce Service Desk Agent

Location: Downtown Tampa, FL

Job Type: Full-time

Job Summary:

We are seeking a highly motivated and skilled IT Salesforce Service Desk Agent to join a rapidly growing team located in downtown Tampa. The successful candidate will provide frontline technical support with a focus on Salesforce, troubleshooting and resolving issues, and ensuring an exceptional customer experience.  The agent will also collaborate with Salesforce admins and other IT teams to deliver comprehensive solutions.

Responsibilities:

  • Provide frontline Salesforce technical support to end-users via phone calls, email, and chat
  • Respond to Salesforce-related tickets escalated from other technicians and act as a subject matter expert (SME) for the platform.
  • Collaborate with Salesforce Administrators, Developers, and other IT teams to resolve complex issues or provide feedback on system improvements.
  • Create and update knowledge base articles and user guides for common Salesforce issues.
  • Respond to inquiries in a timely and professional manner while maintaining a high level of customer satisfaction.
  • Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels
  • Troubleshoot and resolve technical problems, escalating to higher-level support or development teams when necessary.
  • Record and document all requests, incidents, and troubleshooting steps in our Freshservice platform.
  • Maintain a high First Call Resolution rate and meet key performance indicators (KPIs), including ticket response and resolution time.
  • Work collaboratively with other members of the IT Service Desk to foster a team-oriented environment.
  • Assist in training end-users on Salesforce features, best practices, and new updates.
  • Stay current on Salesforce platform updates, releases, and best practices.
  • Perform other duties as assigned.

Requirements:

  • Minimum of 2 years of experience in a Service Desk\Helpdesk Role.
  • Strong problem analysis and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Exceptional customer service and interpersonal skills, with the ability to work effectively with end-users at all technical levels.
  • Ability to multitask, prioritize, and adapt in a fast-paced environment.
  • Knowledge and understanding of Active Directory functionality.
  • Proficient in Microsoft Office 365 applications.
  • Experience documenting all aspects of troubleshooting and issue resolution.
  • Familiarity with basic networking concepts.
  • Willingness to work flexible hours, including weekends and holidays.
  • Resourceful, well organized, highly dependable, efficient and detail oriented.

Preferred Qualifications:

  • 1-2 years of experience supporting Salesforce
  • Knowledge of configuring Salesforce functions including but not limited to, custom objects, profiles, roles, permission sets, validation rules, workflows, process builder, visual workflows, reports and dashboards.
  • Experience working with Salesforce Service Clouds is a plus
  • Experience working with Salesforce Lightning interface.
  • Knowledge of API integrations and Salesforce AppExchange solutions
  • Familiarity with other ITSM platforms such as Freshservice.
  • Experience with VMWare Horizon Virtual Desktops.
  • ITIL Foundation certification.
  • Experience with remote support tools.

If you are customer-focused, technically adept, and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity.

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Benefits

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff.  For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan,  paid time off and paid holidays.

Equal Opportunity Statement

Morgan & Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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