Salesforce Technical Support Manager
Description:
Oversee ticket workflows in Zendesk and ensure issues are triaged, prioritized, and resolved within defined SLAs.
Monitor unresolved tickets and ensure timely follow-up with customers for all resolved issues.
Implement and enforce best practices for ticket handling, escalation, and resolution.
Mentor and support the frontline support team, providing guidance on Salesforce-related queries and processes.
Act as the escalation point for complex Salesforce-related issues.
Utilize Jira to track and manage escalations, collaborating with SMEs and developers for timely resolutions.
Use Copado to support release management and deployment processes when necessary.
Identify inefficiencies in current support workflows and implement solutions to optimize response times.
Create and enforce documentation standards for issue resolution and customer communication.
Analyze SLA adherence and provide weekly reports to leadership with actionable insights.
Ensure proactive communication with customers regarding ticket statuses, updates, and resolutions.
Collaborate with the Customer Success team to improve customer satisfaction metrics and retention.
Requirements:
Salesforce Certified Administrator with advanced Salesforce troubleshooting experience.
Zendesk Certifications and hands-on expertise in Zendesk workflows and automations.
Proven ability to optimize ticket handling processes and ensure SLA adherence.
Experience with Jira for issue tracking and management.
Exceptional attention to detail and strong organizational skills.
Proven ability to communicate technical solutions clearly to non-technical stakeholders.
Experience with Copado for release management and deployment.
Background in managing support teams for a SaaS or Salesforce-based product.
Knowledge of customer success methodologies and metrics.
Benefits:
Competitive salary and benefits package.
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