Manager, Technical Support Engineering
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Seattle • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $133,400 - $183,500 per year
Job Level
Mid-LevelSenior
Tech Stack
SFDC
About the role
- Manage a support team 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
- 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
- Communicate effectively to customers when representing Global Support in meetings with customers
- Manage workflows and schedules for direct reports and ensure adequate workload coverage
- Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
Requirements
- 2+ years managing technical support professionals
- Minimum 5 years experience in a technical support role
- Solid, functional salesforce.com application knowledge
- Experience with support tools and phone systems
- Excellent written and verbal communication skills
- Ability to successfully communicate and coordinate with departments across the organization
- Ability to understand and escalate issues efficiently and appropriately
- Demonstrated 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
- Degree or equivalent experience required
- Experience evaluated based on the strengths you'll need for the role
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportsalesforce.comsupport toolsphone systems
Soft skills
communication skillsorganizational skillsproblem-solvingwork ethicteam management
Certifications
degree