Technical Support Manager

hace 7 días

Ciudad de México, Ciudad de México Salesforce A tiempo completo

About Salesforce:

We're a leading technology company that empowers businesses to succeed in a rapidly changing world. Our mission is to help companies connect with their customers in a whole new way, leveraging the power of AI, data, and customer relationship management (CRM) solutions.

Job Category: Customer Success

Job Description:

The Technical Support Manager is a critical role that ensures 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:

  1. Team Management: Manage a support team to achieve business objectives, including customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  2. Goal Setting: Set team goals in alignment with Global Support objectives and assist direct reports in defining and attaining individual goals.
  3. Resource Allocation: Ensure direct reports have the necessary resources, information, and processes to deliver effective technical solutions to customers.
  4. Training and Development: Deliver high-quality technical and soft-skills training for direct reports.
  5. Performance Management: Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
  6. Cross-Functional Collaboration: Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
  7. Workload Management: Manage workflows and schedules for direct reports and ensure adequate workload coverage.
  8. Reporting and Analysis: Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
  9. Process Management: Manage key processes, including FAQ analysis, case reviews, and customer feedback analysis.
  10. Procedure Development: Develop and maintain Support procedures and policies.
  11. Customer Advocacy: Advocate for customers and define ways to continually add value to the customer experience.
  12. Mentorship and Knowledge Sharing: Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; build credibility and trust within the support group.

Requirements:

  1. Leadership Experience: Minimum of 3 years managing technical support professionals.
  2. Technical Support Experience: Minimum 5 years experience in a technical support role.
  3. Technical Skills: Experience with support tools and phone systems.
  4. Communication Skills: Excellent written and verbal communication skills.
  5. Cross-Functional Collaboration: Ability to successfully communicate and coordinate with departments across the organization, including Sales, Consulting, CSM, QA, Program Management, and Product Management.
  6. Application Knowledge: Solid, functional application knowledge.
  7. Issue Escalation: Ability to understand and escalate issues efficiently and appropriately.
  8. Work Ethic and Organization: Demonstrated strong work ethic and advanced organizational skills.
  9. Problem-Solving: Ability to develop and deliver creative business solutions for complex problems.
  10. Time Management: Ability to effectively work with tight schedules and fast-paced environment.

Desired Qualifications:

  1. Recruitment and Retention: Ability to attract, hire, and retain high-performing support professionals.
  2. Functional or Technical Knowledge: Functional or technical application knowledge.
  3. Developer Support Experience: Experience building or managing Developer Support teams.
  4. Business Solutions: Ability to develop and deliver creative business solutions for complex problems.
  5. Time Management: Ability to effectively work with tight schedules and fast-paced environment.

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