Salesforce Hiring For Director – Technical Support at Hyderabad / SecunderabadTelangana ,  Full Time

Job Category
Customer Success GroupJob Details

Job Title – Director -TechnicalSupport

The role is responsible for ensuring the success of our customers by effectively managing a team of Support Manager / Success Engineers (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Experience/Skills Required:

• Ability to effectively work with tight schedules and a fast paced environment
• Minimum of a Bachelor’s degree is mandatory
• Minimum of 15 – 18 years managing technical support professionals
• 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
• Ability to understand and escalate issues efficiently and appropriately
• Demonstrate 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 a fast paced environment
• Ability to attract, hire and retain high-performing support professionals
• Functional or technicalapplication knowledge

Detailed Role & Responsibilities:
Work hours – We are a 24×7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

• Embody Salesforce values and provide exemplary leadership
• Manage support teams 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. 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
• Ensure the delivery of 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
• Hire and coach world class talent and manage performance that allows someone to do the best work of their career and ensures career growth opportunities
• 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 mentor, knowledge resource, and escalation point for support agents Build credibility and trust within the support group
• Flexible to work on weekend shifts as per Business Needs
• Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
• Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support leadership
• We are a matrix organisation and hence needs to have the ability to work with other leaders across the globe
• Needs to have an analytical bent of mind with excellent operational skills

Accommodations

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