Customer Service Team Leader

3 days ago

Bangalore, India Delta Air Lines Full time

About Delta Tech Hub: Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers. Collaborate cross-functionally with business and other IT teams across Delta. Champion development and integration standards, best practices, and their related deliverables Deliver features using Salesforce configuration that can be maintained by the business into the future and are scalable to future use cases Design, configure, and deploy changes to permissions, roles, and other standard Salesforce metadata (objects, Lightning pages, apps, flows) as required Work closely with the Salesforce Process Architect and related IT teams Advisory Developers to ensure designs adhere to Salesforce best practices and are built for scalability. Support business product owners in story development to ensure requirements on technical stories are appropriately detailed in a meaningful way for work to be done Optimize and improve existing Salesforce implementations so that every team is achieving the maximum benefit from their investment in Salesforce. Work to continually understand the new features added to Salesforce’s products and aid the business in regression testing as needed to avoid disruption from any Salesforce-side upgrade. Support off-hours problems when they arise. Bachelor’s degree in information systems, Computer Science or related field ~3 years of enterprise experience developing Salesforce.A strong desire to maximize native Salesforce functions and to adopt scalability as a core design principle in all projects ~ Experience in Service cloud- Must implementation ~ Understanding of object-based model, governor limits in Salesforce ~ Experience in working with async and sync processes ~ Proficient in advance admin features - Example: flows, Dynamic forms ~ Good understanding and hands on experience - Object oriented programming, advanced use of service cloud and Messaging in App on Web with Einstein bots ~ Works well with individuals at all levels of Salesforce experience ~ Deep familiarity with how to troubleshoot integrations- GTH in the UI and when to lean on developers’ support ~ Understand how to get to the root cause of user issues within Salesforce ~ Robust experience in Service Cloud features in an operationally critical context ~ Live chat/Msg Experience- Must ~ Troubleshooting understanding (User support)- Good to have Exposure to diverse lines of business using Salesforce in different ways

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