Manager of Support
Manager of Support
Posted on :
03-09-2024
Employer Active
1 Vacancy
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Job Description
Requirements and Responsibilities
We are looking for a Support manager with at least 10 years of experience which includes at least 2 years of salesforce experience. Should be able to work in the US/UK time zone.
Key Responsibilities:
Support Manager managing a team providing L1 L2 support for Salesforce based applications.
Customer Support Management: Oversee and manage all customer support activities to ensure timely and effective resolution of customer inquiries and issues. Should be able to work as individuals and if given a team should be able to lead the team.
Issue Resolution: Address and resolve customer complaints and issues promptly ensuring customer satisfaction and retention.
Support Channels: Manage various support channels including email chat and phone to provide comprehensive support to our users.
Customer Communication: Communicate effectively with customers to understand their needs and provide appropriate solutions.
Feedback Collection: Collect and analyse customer feedback to identify trends and areas for improvement and share insights with relevant teams.
Documentation: Maintain and update customer support documentation including FAQs help guides and troubleshooting resources.
Collaboration: Work closely with crossfunctional teams such as product sales and marketing to ensure a seamless customer experience.
Training: Provide training and guidance to junior support staff if needed.
Periodic reporting to stakeholders
Qualifications:
Education: Bachelor s degree in Technology IT or a related field. A technical background is preferred.
Experience: Minimum of 2 years of experience in Salesforce admin
10 years in a customer support role and at least 2 years of experience in a supervising role.
Skills: Strong problemsolving skills excellent communication and interpersonal abilities and proficiency in using customer support software and CRM tools.
Attitude: Customercentric mindset with a solid commitment to providing exceptional service. Ability to work independently and manage time effectively.
Work Environment: Comfortable working five days a week from our office in Bengaluru.
salesforce,customer support,team leadership,communication skills,problem-solving skills,support analysts,customer,documentation practices,collaboration,technical ability,time management
Employment Type
Full Time
Key Skills
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