SSS Representative (Salesforce)

Job Title: SSS Representative (Salesforce) Job Summary We are seeking a proactive and customer-focused Application Support Specialist to provide frontline technical and application support for contact center agents. This role will serve as the primary point of contact for system-related issues, ensuring agents have the tools and guidance needed to perform effectively. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for improving user experience and operational efficiency. Key Responsibilities Serve as the first point of contact for agent issues related to: Genesys setup, headset/telephony provisioning, and local IT support Salesforce navigation and Careforce/Telesales applications General platform or process-related functionality questions Troubleshoot, resolve, or escalate issues efficiently while working directly with agents Act as a liaison between frontline agents and the Salesforce team, escalating issues only when necessary Track and analyze issue trends to identify broader process or system improvement opportunities Create, maintain, and enhance job aids, knowledge base articles, and support documentation Deliver ad hoc and scheduled training sessions, both live and recorded Assist in documenting processes and recommending workflow improvements Support User Acceptance Testing (UAT) and help translate agent feedback into business requirements Preferred Qualifications Strong communication skills with the ability to explain technical concepts in simple, user-friendly language Excellent organizational, analytical, and problem-solving skills Ability to work independently and effectively manage priorities Willingness to learn and become proficient in Salesforce Experience running basic reports and guiding users through workflows Experience in Salesforce, programming, or other technical disciplines is highly preferred Salesforce experience is a plus but not mandatory, as training can be provided to the right candidate Schedule & Location Location: Onsite VXI India (Hyderabad) Schedule: Rotating schedule with two days off per week .