salesforce.com
Manager, Technical Support
Portland, Oregon Area, US - Computer Software, Information Technology and Services, Internet
The Manager of Technical Support is responsible for ensuring the success of our customers by effectively managing a team of Tier 2 support engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, 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 world-class technical support services.
Responsibilities:
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 Tier 2 Support employees; Build credibility and trust within the support group.
Minimum Qualifications:
BA or BS required.
Minimum of 3 years managing technical support professionals. Minimum 5 years of 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.
Preferred Qualifications:
Ability to attract, hire and retain high-performing support professionals
Functional or technical Salesforce application knowledge.
Experience building or managing Technical Support teams.
Ability to develop and deliver creative business solutions for complex problems.
Ability to effectively work with tight schedules and fast paced environment
Other requirements:
- Must be willing to go through a moderate federal background investigation.
- Must be a US Citizen without any dual-citizenship.
- Hours will include overnight and weekend shifts.
Salesforce 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 Aloha-style. Ready to find your #dreamjob?
Salesforce.com is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com does not accept unsolicited headhunter and agency resumes. Salesforce.com will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com.
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No salary provided
Posted May 29, 2015 at 05:53AM from LinkedIn http://ift.tt/1HA230p
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