Accellor

Salesforce Technical Support Manager

Accellor

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Job Level

SeniorLead

Tech Stack

CloudITSMServiceNow

About the role

  • Accellor is a trusted digital transformation partner that uses best-of-breed Cloud technology to deliver superior customer engagement and business effectiveness for clients.
  • We’ve created an atmosphere that encourages curiosity, constant learning, and persistence. We encourage our employees to grow and explore their interests. We cultivate an environment of collaboration, autonomy, and delegation – we know our people have a strong work ethic and a sense of pride and ownership over their work. They are passionate, eager, and motivated – focused on building the perfect solution but never losing sight of the bigger picture.
  • We are seeking a highly skilled Salesforce Technical Support Manager for L1 and L2 levels, particularly with ServiceNow experience, responsible for overseeing the support team, ensuring efficient and timely resolution of Salesforce and ServiceNow-related issues, and fostering positive customer experience. This includes managing support staff, maintaining system health, handling escalations, and driving continuous improvement initiatives.
  • Key Responsibilities:
  • Team Management: Supervising and mentoring the L1 and L2 support teams, including performance management and professional development.
  • Incident Management: Handling escalated incidents and service requests from the L1 team, focusing on complex issues and platform errors within Salesforce and ServiceNow.
  • System Monitoring and Maintenance: Regularly assessing platform performance, identifying bottlenecks, and implementing proactive solutions to ensure optimal functionality and user satisfaction.
  • Escalation Management: Managing the escalation process between L1 and L2 teams, ensuring smooth transitions and timely resolution of complex issues.
  • Documentation and Knowledge Base: Maintaining and updating documentation, processes, and procedures related to both Salesforce and ServiceNow.
  • Continuous Improvement: Identifying opportunities to enhance the support process, improve customer satisfaction, and streamline workflows.
  • Collaboration: Working closely with other teams, such as development, engineering, and product, to resolve issues and drive platform improvements.
  • Reporting: Developing and managing operational metrics reporting and dashboards for both Salesforce and ServiceNow.

Requirements

  • Overall 10+ years of experience in Salesforce.
  • Strong blend of technical Salesforce expertise, excellent customer service skills, and a solid understanding of IT service management principles, especially in environments utilizing ServiceNow.
  • Candidates must possess a minimum of 6 years of professional experience in the web development field.
  • Experience in support role in Salesforce.
  • Certification is mandatory
  • Team handling experience.
  • Good communication and interpersonal skills.