For the Salesforce support desk management service we need to set up: Experience using ticket management tools, preferably Jira. * * Knowledge and experience in incident management (tracking, segmentation, prioritization, classification, etc.). * Previous work experience in roles requiring coordination of efforts and functional requirements, team workload planning, and end-to-end process visibility. Strong communication, relationship-building, and problem-solving skills to interact directly with Mercado Libre’s business units. * * Desired: knowledge and experience with Salesforce technology as a CRM (clouds used at Mercado Libre: Sales & Service, ASM – Media Cloud –, Pardot, SCV, Experience – Community –, Intelligence – formerly Datorama –) and MuleSoft. * Proactivity in proposing improvements to enhance support service quality. General support service conditions: * Resource allocation: 3 to 6 people handling tickets. * Incident volume: approximately 80–90 tickets per month. * Currently no on-call duties; operating hours Monday through Friday, 9:00–18:00.