Technical Support Manager

hace 2 días

Xico, México Salesforce, Inc. A tiempo completo

**Job Summary**

The Technical Support Manager at Salesforce, Inc. is responsible for ensuring the success of our customers by effectively managing a team of Technical Support engineers and associated support projects and processes. This role involves managing case assignments and escalations, career development, and project management processes.

**Key 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 and 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.
  • Develop and deliver 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.

**Requirements**

  • Minimum of 3 years managing technical support professionals.
  • Minimum 5 years 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.

**Desired Qualifications**

  • Ability to attract, hire, and retain high-performing support professionals.
  • Functional or technical Salesforce.com application knowledge.

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