Enterprise Support Analyst Ii
CurrentManaging tickets for our biggest clients using Salesforce Dealing with critical issues and looking to resolve them within a short time frameHelping team member's by doing weekly sessions with other analysts in different teamsWorking issues including Rest API queries using resources such as Postman and our documentation on GithubRunning queries using SQL databaseWorking with other team members such as the engineering team, account management and sales mostly via Slack and Zoom meetingsTrained as a chat analyst for my role as Tier1. Later on provided training for new analysts on our chat functionPresented ideas for changes within the company to our board of directors as part of process improvement eventSpeaking with clients on bi-weekly basis regarding their issues and general software health checkRaising issues to the engineering team using Jira
