Manager of Support

1 settimana fa

Re, Italia Manasa Mitr A tempo pieno
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

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