Service Support Manager Fully Remote Role Summary of Job The Technical Support Specialist is ... Identify recurring issues and communicate trends to Operations, Engineering, and Product teams. Key ...
Service Support Manager Fully Remote Role Summary of Job The Technical Support Specialist is ... Identify recurring issues and communicate trends to Operations, Engineering, and Product teams. Key ...
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Remote Salesforce Support Engineer information
What is the difference between Remote Salesforce Support Engineer vs Remote Salesforce Administrator?
| Aspect | Remote Salesforce Support Engineer | Remote Salesforce Administrator |
|---|---|---|
| Certifications | Salesforce Certified Support Specialist, Salesforce Certified Administrator (preferred) | Salesforce Certified Administrator, Salesforce Certified Advanced Administrator |
| Primary Role | Provides technical support, troubleshooting, and issue resolution for Salesforce users and systems | Manages Salesforce platform configurations, user management, and system customization |
| Work Environment | Customer support teams, technical support centers, remote support roles | Internal teams, IT departments, remote or on-site administration roles |
| Industry Usage | Common in tech, consulting, and CRM service providers | Widely used across industries for Salesforce platform management |
While both roles require Salesforce certifications and involve working with the Salesforce platform remotely, the Remote Salesforce Support Engineer focuses on troubleshooting and resolving technical issues, whereas the Remote Salesforce Administrator handles system configurations and user management. Understanding these differences helps candidates choose the role that best fits their skills and career goals.
What are popular job titles related to Remote Salesforce Support Engineer jobs in Oklahoma?
For Remote Salesforce Support Engineer jobs in Oklahoma, the most frequently searched job titles are:
What job categories do people searching Remote Salesforce Support Engineer jobs in Oklahoma look for?
The top searched job categories for Remote Salesforce Support Engineer jobs in Oklahoma are:
What cities in Oklahoma are hiring for Remote Salesforce Support Engineer jobs?
Cities in Oklahoma with the most Remote Salesforce Support Engineer job openings:
Technical Support Specialist (Machinery) - 3rd Shift
Tulsa, OK • Remote
pregis •
Plastics Packaging Film and Sheet (including Laminated) Manufacturing • 501 - 1,000 employees501 - 1,000 employees
6.9
Based on 29 frontline employees who took The Breakroom Quiz
75th of 122 rated packaging manufacturers
Paid breaks
Uninterrupted breaks
Full-time
Posted 23 days ago
Job description
Job Title: Technical Support Specialist - 10pm-6am
Reports To: Service Support Manager
Fully Remote Role
Summary of Job
The Technical Support Specialist is responsible for fast, accurate remote technical intake, triage, and recovery of customer production equipment to protect uptime and minimize unnecessary field service dispatches. This role serves as the Technical Support Operations Center (TSOC) frontline support; using structured workflows, FSM tools, telemetry, and remote diagnostics to restore operation and avoid truck rolls. Provide accurate information to ensure seamless handoff and operational excellence when escalation to Field Technical service is required.
Essential Functions and Responsibilities
- Technical Intake & Triage
- Serve as the first technical point of contact for inbound customer support requests.
- Perform structured intake to identify machine state, fault conditions, safety concerns, and production impact.
- Prioritize tickets based on uptime risk, SLA requirements, and customer impact.
- Determine whether issues can be resolved remotely or require escalation to onsite Field Technical Solutions.
- Remote Technical Recovery
- Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customerprovided observations.
- Guide customers through safe corrective actions to restore operation whenever possible.
- Resolve issues remotely to avoid unnecessary truck rolls while maintaining safety and quality standards.
- Escalate complex or unresolved issues with complete technical context and documented findings.
- Field Service Coordination
- Initiate Work Orders and support field service scheduling when onsite response is required.
- Ensure accurate problem descriptions, parts identification, and job scope are provided to field technicians.
- Support travel time optimization and technician utilization through clean, complete case data.
- Collaborate with Field Technical Solutions to support First Visit Fix Rate objectives.
- Ticket Documentation & Data Quality
- Document all tickets accurately and consistently in C4C and Field Service Management systems.
- Capture failure modes, corrective actions, resolution outcomes, and repeat issue indicators.
- Ensure ticket data supports SLA reporting, service transparency, and lifecycle analytics.
- Identify recurring issues and communicate trends to Operations, Engineering, and Product teams.
Key Performance Indicators
- Technical Support Average Response Time
- First Contact Fix Rate
- Truck Roll Avoidance
- Missed Calls and After Hours Call Handling
Education and Experience
Required:
- 3+ years of experience in technical support, field service support, or equipment troubleshooting.
- Handson experience supporting electromechanical or automated equipment.
- Ability to troubleshoot systems using logical, structured diagnostic approaches.
Preferred:
- Experience supporting capital equipment, automation, or packaging machinery.
- Remote technical support background.
- Familiarity with PLCs, HMIs, sensors, pneumatics, and industrial communication networks.
Job Requirements
Required
- Strong technical troubleshooting and customer communication skills.
- Ability to perform calmly and effectively in highpressure downtime situations.
- High attention to detail in documentation and system updates.
- Proficiency with Field Service Management platforms and digital workflows.
Preferred
- Experience with telemetry, remote monitoring, or automated reporting tools.
- Understanding of service KPIs such as FCFR, MTTR, and SLA compliance.
- Crossfunctional collaboration experience with Field Service, Engineering, and Operations teams.
- Experience with Customer Resource Management (CRM) tool. – i.e. C4C, Salesforce
Competency
- Customer Focus
- Operational Discipline
- Data Accuracy
- CrossFunctional Collaboration
- Communication Clarity
- Problem Solving
- Ownership & Accountability
#SYS1
About Pregis
Sourced by ZipRecruiter
Industry
Plastics packaging film and sheet (including laminated) manufacturing
Company size
501 - 1,000 Employees
Headquarters location
Deerfield, IL, US
Year founded
2005
