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Job Details

Technical Support Director - Salesforce.org

Location
New York City, NY, United States

Posted on
May 17,2019

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Profile

Job Description:
In the future, we see a better world. And the changemakers creating that better world should have the tools and technology to make this happen. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Salesforce.org gets our technology in the hands of nonprofits, educational institutions, and philanthropic organizations so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good. We re here to help; visit us at Salesforce.org.
JOB CATEGORY
Salesforce.org - Customer Success Group
JOB DETAILS
In the future, we see a better world. And the changemakers creating that better world should have the tools and technology to make this happen. Technology is the most powerful equalizer of our time, providing access to data, knowledge, and--above all--connections. Salesforce.org gets our technology in the hands of nonprofits, educational institutions, and philanthropic organizations so they can connect with others and do more good. As a social enterprise, the more missions our technology supports, the more we invest back into technology and communities, creating an endless circle of good. We re here to help; visit us at Salesforce.org.
The Director of Technical Support is responsible for ensuring the success of Salesforce.org's customers by effectively managing a team of Technical Support Engineers along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class technical support services.
EXPERIENCE/SKILLS REQUIRED:
Ability to effectively work with tight schedules and fast paced environment

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BA or BS or equivalent experience

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Minimum of 12 years of managing technical support professional experience

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Experience with support tools and phone systems.

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Excellent written and verbal communication skills.

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Ability to successfully communicate and coordinate with departments across the organization

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Solid, functional salesforce.com platform knowledge.

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Ability to understand and escalate issues efficiently and appropriately.

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Demonstrated strong work ethic and advanced organizational skills.

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Ability to develop and deliver creative business solutions for complex problems.

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Ability to run operations on a day to day basis in a hands on manner.
EXPERIENCE/SKILLS DESIRED:
Ability to attract, hire and retain high-performing support professionals

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Functional or technical salesforce.com platform knowledge.

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Experience building or managing Support teams.

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Ability to develop and deliver creative business solutions for complex problems.
DETAILED ROLE & RESPONSIBILITIES:
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.

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Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.

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Ensure the delivery of high-quality technical and soft-skills training for direct reports.

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Provide regular feedback on performance in terms of agreed upon performance and employee development goals.

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Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.

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Manage workflows and schedules for direct reports and ensure adequate workload coverage.

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Deliver regular reports that provide qualitative and quantitative descriptions of business performance.

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Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.

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Develop and maintain Support procedures and policies.

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Advocate for customers and define ways to continually add value to the customer experience.

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Serve as a manager, mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group.

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Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management.

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Run operations on a day to day basis in a hands on manner.
LEADERSHIP QUALITIES:
Passionate about Customer Success

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Always learning, approaches each interaction with open mind, great listener and hands-on

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Ability to move fast and drive business value and results

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Excels in high levels of uncertainty and change
POSTING STATEMENT
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
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