Role Purpose
Serve as the first line of support to Practifi clients, providing professional and empathetic assistance while working collaboratively with Client Success, Engineering, Learning, and Implementation teams to diagnose, troubleshoot, and resolve complex technical issues.
Core Responsibilities
Client Support (70%)
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Manage Tier 2 client support tickets through Zendesk with 24-hour response time (2 hours for urgent)
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Maintain accurate records in BIZ, Zendesk, and internal knowledge base systems
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Prioritize and troubleshoot urgent client needs including system availability and data integrity issues
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Communicate effectively with clients to gather information, research issues, test solutions, and propose resolutions
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Handle diverse inquiries: technical issues, configurations, installations, bug fixes, navigation, training, and feature requests
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Provide meaningful updates to open tickets every three business days minimum
Client Escalations (15%)
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Plan and execute direct client video calls for escalated issues
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Engage appropriate internal stakeholders for complex client requests
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Independently determine client communication preferences based on segment and project history
Product and Technical Knowledge (15%)
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Stay current with PractifiU courses and maintain proficiency with Practifi software
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Contribute to creation and maintenance of internal and external documentation
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Provide coordinated support for new product releases and Salesforce package upgrades
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Collaborate with engineering teams, ensuring smooth handover of client-reported issues
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Run debug logs and assist with technical diagnostics
Required Competencies (Level 1)
Technical Skills
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1+ years Salesforce experience with:
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Profiles, Roles, and Permissions
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User troubleshooting and issue resolution
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Page layouts and Lightning pages (preferred)
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Data loading tools (Data Loader/Inspector preferred)
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Foundations: user creation, settings, sharing settings, object manager, reporting, app manager
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Basic SQL knowledge (preferred)
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Salesforce Associate Certification (within 6 months if not already certified)
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Proficiency with BIZ, Zendesk, and Support Jira board
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Ability to run debug logs for Engineering team
Core Competencies
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Problem-Solving: Leverage available tools, documentation, and internal expertise to resolve complex issues efficiently
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Communication: Provide thorough, empathetic responses in written form; comfortable leading virtual client meetings
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Technical Acumen: Distinguish between custom elements vs. standard Practifi offerings; determine if issues relate to platform, product, SF license, or integrations
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Learning Agility: Complete top 10 most common Support tickets independently; explain Practifi's client segments and typical Support interactions
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Collaboration: Work effectively across departments to escalate and resolve client issues
Experience Requirements
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1-3 years in customer-facing technical support roles
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Experience with Salesforce administration and troubleshooting
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Small team experience preferred (adaptability with fluctuating workloads)
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SaaS or FinTech industry experience preferred
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Strong work ethic with demonstrated resourcefulness and professionalism
Personal Success Criteria (PSCs)
Response Times
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Tier 2 inquiries: 24-hour response (2 hours for urgent)
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Escalations: 24-hour stakeholder engagement (2 hours for urgent)
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Assist with Tier 1 inquiries as needed
Quality Metrics
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Average 70-80% ticket completion rate of total Support inbox
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Provide meaningful updates every 3 business days minimum
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Follow JIRA Support Best Practices with minimal intervention required
Technical Performance
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Run/provide debug logs independently when troubleshooting errors
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Determine appropriate client response preferences based on segment and project history
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Complete Salesforce Associate Certification within 6 months
