Salesforce Customer Service Representative (CSR) - Incident Response - Remote

Overview

As an Incident Coordinator at Continuum, you will report to the Sr. Manager for the Incident Response team and assist with leading the incident management process to resolution and identifying culpable systems. You will also log and categorize recurring incidents to improve incident management protocols. To be a successful incident coordinator, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident coordinator should excel at multitasking and remain judicious during major incidents. You will be expected to assist the Incident Manager with improving current and new processes. We are looking for someone with a background in Salesforce as well and must have at least a Salesforce Administrator certification.

In Short

• Respond to system incidents and coordinate resolution.
• Prioritize incidents based on urgency.
• Collaborate with teams to ensure protocols are followed.
• Log incidents and propose process adjustments.
• Communicate major issues to upper management.
• Manage root cause analysis.
• Document impacts and corrective actions.
• Provide internal incident reports to stakeholders.
• Work with internal and third-party teams.
• Complete reports related to incident trends.

Requirements

• 5+ years in customer service or help desk experience.
• Salesforce Admin Certified.
• Familiarity with Agile project management.
• Ability to work independently and collaboratively.
• Strong interpersonal and communication skills.
• Experience supporting federal organizations.
• Must be able to obtain public trust clearance.
• Must be eligible to work in the United States.
• Reliable internet service for telecommuting.

Benefits

• Opportunity to work remotely.
• Engagement with a dynamic incident response team.
• Professional development opportunities.
• Collaboration with cross-functional teams.
• Involvement in improving incident management processes.