For the Salesforce Support Desk management service we need to set up: Must have experience using ticket management tools, preferably Jira. * * Must possess knowledge and experience in incident management (tracking, segmentation, prioritization, classification, etc.). * Must have worked in roles requiring the ability to coordinate efforts and functional requirements, team workload planning, and an end-to-end process perspective. Must possess communication, relationship-building, and problem-solving skills to interact directly with Mercado Libre’s business units. * * Desirable: knowledge and experience with Salesforce technologies as CRM (clouds at Mercado Libre: Sales & Service, ASM – Media Cloud –, Pardot, SCV, Experience – Community –, Intelligence – formerly Datorama –) and MuleSoft. * Proactive in proposing improvements to enhance support service quality. General support service conditions: * Resource management: between 3 and 6 people handling tickets. * Incident volume: approximately 80–90 tickets per month. * Currently no on-call shifts; operating Monday to Friday, 9 a.m. to 6 p.m.