Your Impact -Responsibilities:In yourLeaderrole, it is you and your team on the front line of delivering an exceptional customer experienceon the support queue. Job responsibilities include but are not limited to:

• Managing a team of Support Engineers to achieve business objectives around KPI attainment and operational excellence.

• Setting team goals in alignment with Global Support objectives, and assistingthe team membersin the definition and attainment of individual goals.

• Ensuring thatthe teamleverage the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.

• Ensuring the delivery and completion of technical and soft-skills training for direct reports.

• Managing workflows and schedules forthe teamto ensure adequate and equitable workload coverage.

• Managing and communicating about customer escalations for your direct reports when necessary.

• Collaborating with other departments 

• Conducting triage on incoming internal user Jira tickets

• Research and document user issues to a technical degree for the IT team

• Learn and understand the internal business processes

• Interact on a daily basis with end user queries to provide internal support

• Summarize the technical scope of Jira support issues for the internal team

• Manage, communicate and deliver the routine platform refreshes, updates and feature changes

• Serving asamentor, knowledge resource, and escalation point forthe team, building credibility and trust withintheteam.

• Reviewing team KPIs on a daily basis andkeep the team progressing towards optimal levels.

• Participating in projectdocumentationwhen possible andtraining the trainers.

Minimum Qualifications:

• Minimum of 3 years managing technical support professionals. Minimum 5 years of experience in a technical support role.Minimum of 3 years on Salesforce platform.

• Detailed and organized, with a track record for understanding urgency and delivering quality results.

• Strong understanding of Lightning, Flows, Validations, Process Builders, Assignment Rules, Profiles, Permission sets, Queues, Roles, Territories, and Reporting Roles.

• Strong business acumen.

• Excellent written and verbal communication skills.

• Ability to multi-task and perform effectively under pressure, juggling multiple time-sensitive priorities.

• Ability to research and analyze issues related to validation rules, flows, rules, and other backend features

• Demonstrated confidence in dealing with all levels of management, both internal and external.

• Ability to successfully communicate and coordinate with departments across the organization.

• Ability to understand and escalate issues efficiently and appropriately.

• Comfortable hosting calls with multiple attendees, both technical and non-technical.

• Aptitude for negotiating firmly but fairly, demonstrating the ability to hold the line but also to be flexible.

• Ability to work in ambiguous environments and when required can roll up the sleeves to work with team members to helpanalyze or proposesolutionsideas.

• Experience with or knowledge of providing SaaS Support.

• Has solid knowledge ofhow Salesforce data is related and displayed.

Preferred Qualifications:

• Experience building or managing Technical Support teams.

• Ability toidentify or proposecreative business solutions for complex problems.

• Handles stress well.

• Familiarity with tools & practices of the customer support such asJira,case management, knowledge base, and defect/escalation management.

• Ability to adapt to flexible working hoursto accommodate business needs across timezones