Customer Support Engineer
CurrentI regularly interacted with Salesforce administration tasks and back-end changes to our internal system. This includes User Management (roles/profiles, permission sets), Custom Objects, Page Layouts, Custom/Formula Fields, Validation/Workflows Rules, Email Templates, Process Builder, Flows, Lightning, Custom Metadata Types, Custom Settings, and Managed Packages. We used Salesforce cases and Jira tickets to manage customer inquiries. These inquiries are received by phone, live chat, and email. On average, I closed 15-20 complex cases every week with issues ranging from platform bugs to investigations on transmission quality. I used bash commands to retrieve webphone and FreeSWITCH logs from our SIP servers. Actively provisioned Yealink phones using the Yealink management portal and SIP credentials. Regularly assisted the Customer Success team as an escalation point for at-risk and premium customers.
