Salesforce Technical Support Manager

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Description

• Oversee ticket workflows in Zendesk and ensure issues are triaged, prioritized, and resolved within defined SLAs. • Monitor unresolved tickets and ensure timely follow-up with customers for all resolved issues. • Implement and enforce best practices for ticket handling, escalation, and resolution. • Mentor and support the frontline support team, providing guidance on Salesforce-related queries and processes. • Act as the escalation point for complex Salesforce-related issues. • Utilize Jira to track and manage escalations, collaborating with SMEs and developers for timely resolutions. • Use Copado to support release management and deployment processes when necessary. • Identify inefficiencies in current support workflows and implement solutions to optimize response times. • Create and enforce documentation standards for issue resolution and customer communication. • Analyze SLA adherence and provide weekly reports to leadership with actionable insights. • Ensure proactive communication with customers regarding ticket statuses, updates, and resolutions. • Collaborate with the Customer Success team to improve customer satisfaction metrics and retention.

Requirements

• Salesforce Certified Administrator with advanced Salesforce troubleshooting experience. • Zendesk Certifications and hands-on expertise in Zendesk workflows and automations. • Proven ability to optimize ticket handling processes and ensure SLA adherence. • Experience with Jira for issue tracking and management. • Exceptional attention to detail and strong organizational skills. • Proven ability to communicate technical solutions clearly to non-technical stakeholders. • Experience with Copado for release management and deployment. • Background in managing support teams for a SaaS or Salesforce-based product. • Knowledge of customer success methodologies and metrics.

Benefits

• Competitive salary and benefits package.