Background:
The integration of the technical services organization has been underway since the acquisition of Client. This process necessitates additional support to answer customer queries within Salesforce until the migration into PHConnect is complete.
Scope of Work:
During the course of this engagement, Contractor shall perform the following services or
any others mutually agreed with Client:
1) Administrate Salesforce inbox for joint Tech Pubs organization
a. Screen customer: reviewing account/validate organization domain, emails
b. Update Salesforce case details
c. Assign case to correct queue/individual
d. Complete revision checks for customers if manual is not in PHConnect
e. Coordinate with PHConnect team to ensure requested documents are uploaded and available for customers
f. Assist customers/approved third party MRO’s with PHConnect sign ups and migrations
2) Administrate Salesforce inbox for joint Technical Support organization
a. Screen customer: reviewing account/validate organization domain, emails
b. Update Salesforce case details
c. Assign case to correct queue/individual
Level and Period of Performance:
Anticipate requiring one (1) Admin up to 40 hours weekly for a period of up to twelve (12) months.
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