Technical Support Engineering Team Lead

6 days ago


Hyderabad, Telangana, India Salesforce Full time

**About the Role:**

We are seeking a highly experienced Technical Support Engineer to lead our team and ensure customer success. As a Technical Support Manager at Salesforce, you will be responsible for managing a team of technical support engineers, overseeing day-to-day activities, and implementing strategic plans to grow the team.

Responsibilities:

  • Manage a support team to achieve business objectives, including attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  • Set team goals in alignment with Global Support objectives and assist direct reports in defining and attaining individual goals.
  • Ensure direct reports have the resources, information, and processes necessary to deliver effective technical solutions to customers.
  • Deliver high-quality technical and soft-skills training for direct reports and perform performance reviews to provide regular feedback on performance.
  • Represent the Support department on cross-organizational teams to deliver on organizational objectives and manage workflows and schedules for direct reports.

Requirements:

  • Overall work-experience of 11 years, with strong people management expertise of at least 6 years in technical support management roles.
  • Strong experience in managing technical support professionals, handling critical customer escalations, career development of individuals, and project management processes.
  • Excellent written and verbal communication skills, strong team player with a service-oriented attitude, and a keen focus on enhancing customer experience.


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