Salesforce Tech Support at San Francisco, CA (LOCALS ONLY)

Overview

On Site
$1+
Full Time
Accepts corp to corp applications

Skills

Salesforce.com
IT Service Management
Physical Layer
Performance Management
Escalation Management
Customer Service
ServiceNow
Management
System Monitoring
Knowledge Base
Dashboard
Documentation
Team Management
Reporting
Technical Support
Data Link Layer
Customer Satisfaction
Professional Development
Customer Experience
Communication
Continuous Improvement
Mentorship
Web Development
Supervision
Incident Management
Workflow
Collaboration

Job Details

Role- Salesforce Tech Support
Location- San Francisco, CA
Interview- F2F
Must to have - Certification
We are seeking a highly skilled Salesforce Technical Support Manager for L1 and L2 levels, particularly with ServiceNow experience, is responsible for overseeing the support team, ensuring efficient and timely resolution of Salesforce and ServiceNow-related issues, and fostering positive customer experience. This includes managing support staff, maintaining system health, handling escalations, and driving continuous improvement initiatives.

Key Responsibilities:

  • Team Management: Supervising and mentoring the L1 and L2 support teams, including performance management and professional development.
  • Incident Management: Handling escalated incidents and service requests from the L1 team, focusing on complex issues and platform errors within Salesforce and ServiceNow.
  • System Monitoring and Maintenance: Regularly assessing platform performance, identifying bottlenecks, and implementing proactive solutions to ensure optimal functionality and user satisfaction.
  • Escalation Management: Managing the escalation process between L1 and L2 teams, ensuring smooth transitions and timely resolution of complex issues.
  • Documentation and Knowledge Base: Maintaining and updating documentation, processes, and procedures related to both Salesforce and ServiceNow.
  • Continuous Improvement: Identifying opportunities to enhance the support process, improve customer satisfaction, and streamline workflows.
  • Collaboration: Working closely with other teams, such as development, engineering, and product, to resolve issues and drive platform improvements.
  • Reporting: Developing and managing operational metrics reporting and dashboards for both Salesforce and ServiceNow.

Requirements

  • Overall 10+ years of experience in Salesforce.
  • Strong blend of technical Salesforce expertise, excellent customer service skills, and a solid understanding of IT service management principles, especially in environments utilizing ServiceNow.
  • Candidates must possess a minimum of 6 years of professional experience in the web development field.
  • Experience in support role in Salesforce.
  • Certification is mandatory
  • Team handling experience.
  • Good communication and interpersonal skills.
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