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Metro location, broad generalist support role, and common entry-level title increase applicant competition.
Support-focused DevOps skills plus Salesforce familiarity make transitions moderately transferable across industries.
Strong spoken-English, phone-communication, and schedule-flexibility non-negotiables create moderate filtering.
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Serve as primary first line of contact managing inbound customer voice calls and directing them to appropriate technical resources.
Diagnose and resolve Level 1 / quick fix technical issues related to the Copado platform independently.
Escalate complex issues accurately to Tier 2/3, maintaining clear communication and ownership of customer experience.
Foundational knowledge of Salesforce platforms and DevOps methodologies.
Familiarity with SaaS environments, APIs, XML, SQL, Git, and version control systems.
Strong English verbal communication with phone etiquette and active listening skills.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in high-touch, fast-paced technical support or DevOps environments requiring multitasking and quick troubleshooting.
Capable of managing global, remote customer interactions with flexible working hours for global SLA support.
Preferably holds Copado or Salesforce Admin and Developer Certifications for domain-specific advantage.