Technical Support Manager

hace 7 días

Ciudad de México, Ciudad de México Salesforce, Inc. A tiempo completo
{"title": "Technical Support Manager", "content": "Job Summary

We are seeking a highly skilled Technical Support Manager to join our team at Salesforce, Inc. in Mexico City. As a Technical Support Manager, you will be responsible for leading a team of Technical Support engineers and associated support projects and processes.

Key Responsibilities:

  1. Manage a support team to achieve business objectives, including customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  2. Set team goals in alignment with Global Support objectives and assist direct reports in defining and attaining individual goals.
  3. Ensure direct reports have the necessary resources, information, and processes to deliver effective technical solutions to customers.
  4. Deliver high-quality technical and soft-skills training for direct reports.
  5. Conduct performance reviews for direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
  6. Represent the Support department on cross-organizational teams to deliver on organizational objectives.
  7. Manage workflows and schedules for direct reports and ensure adequate workload coverage.
  8. Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
  9. Manage key processes, including FAQ analysis, case reviews, and customer feedback analysis.
  10. Develop and maintain Support procedures and policies.
  11. Advocate for customers and define ways to continually add value to the customer experience.

Requirements:

  1. Minimum of 3 years managing technical support professionals.
  2. Minimum 5 years experience in a technical support role.
  3. Experience with support tools and phone systems.
  4. Excellent written and verbal communication skills.
  5. Ability to successfully communicate and coordinate with departments across the organization.
  6. Solid application knowledge.
  7. Ability to understand and escalate issues efficiently and appropriately.
  8. Demonstrated strong work ethic and advanced organizational skills.
", "lang_code": "en-US"}

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