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Salesforce Technical Support Leader

Thāne, India

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Responsibilities

Location Thane West, MaharashtraIN Job ID JR-015929

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

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PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

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