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Position ID TB-06
Job Title Manager, Technical Support
Category Application Support
Description

Salesforce.com is the global leader in customer relationship management (CRM) software. We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionize the way they sell, service, market and innovate-and become customer companies. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For. Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success.


Manager, Technical Support

 

Responsibilities:

 

A Manager of Technical Support is responsible for ensuring the success of our customers by

 

effectively managing a team of Success Agents (Salesforce Technical Experts) along with

 

associated support projects and processes. This role involves handling critical customer

 

escalations, career development of individuals, and project management processes. The

 

candidate is expected to be independent, self ­motivated, proactive, results­ oriented and able

 

define and provide a high level of customer satisfaction through the delivery of world­class

 

technical support services.

 

Experience/Skills Required:

 

● Ability to effectively work with tight schedules and fast paced environment

 

● BA or BS required.

 

● Minimum of 3 years managing technical support professionals. Minimum 5 experience in

 

a technical support role.

 

● Experience with support tools and phone systems.

 

● Excellent written and verbal communication skills.

 

● Ability to successfully communicate and coordinate with departments across the

 

organization including Sales, Consulting, CSM, QA, Program Management, and Product

 

Management.

 

● Solid, functional salesforce.com application knowledge.

 

● Ability to understand and escalate issues efficiently and appropriately.

 

● Demonstrated strong work ethic and advanced organizational skills.

 

● Ability to develop and deliver creative business solutions for complex problems.

 

● Ability to effectively work with tight schedules and fast paced environment.

 

Experience/Skills Desired

 

● Ability to attract, hire and retain high­ performing support professionals

 

● Functional or technical salesforce.com application knowledge.

 

● Experience building or managing Support teams.

 

● Ability to develop and deliver creative business solutions for complex problems.

 

Detailed Role & Responsibilities:

 

Work during one of the below shifts –

 

● AMER hours (Eastern Standard Time ­ 5.30 PM/6.30 PM IST 

 

 onwards depending on Daylight Savings Time)

 

 

Work hours can change depending on Business requirements

 

● Manage a support team to achieve business objectives including the attainment of

 

targets for customer satisfaction, employee satisfaction, service levels, resolution time,

 

and project deadlines.

 

● Set team goals in alignment with Global Support objectives. Assist direct reports in the

 

definition and attainment of individual goals.

 

● Ensure that direct reports have the resources, information, and processes necessary to

 

deliver effective technical solutions to our customers.

 

● Ensure the delivery of high­ quality technical and soft ­skills training for direct reports.

 

● Deliver performance reviews for all direct reports and provide regular feedback on

 

performance in terms of agreed upon performance and employee development goals.

 

● Effectively represent the Support department on cross­ organizational teams to deliver on

 

organizational objectives.

 

● Manage workflows and schedules for direct reports and ensure adequate workload

 

coverage.

 

● Deliver regular reports that provide qualitative and quantitative descriptions of business

 

performance.

 

● Manage key processes including FAQ analysis, case reviews, and customer feedback

 

analysis.

 

● Develop and maintain Support procedures and policies.

 

● Advocate for customers and define ways to continually add value to the customer

 

experience.

 

● Serve as a manager, mentor, knowledge resource, and escalation point for support

 

agents ; Build credibility and trust within the support group.

 

● Flexible to work in AMER Work Hours and on weekend shifts as per Business Needs

 

● Work as Duty Manager on rotation or as per business needs handling customer

 

escalations and priority issues

 

● Take up and deliver on any other responsibilities as assigned from time to time by

 

reporting manager/support management

 

Location Hyderabad
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