Jobs
>
Hyderabad

    Manager, Technical Support Engineering - Hyderabad, India - Salesforce

    Salesforce
    Salesforce Hyderabad, India

    2 weeks ago

    Salesforce background
    Full time
    Description
    To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

    Job Category
    Customer Success

    Job Details

    About Salesforce

    We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

    A Technical Support Manager is responsible for ensuring the success of our customers by effectively managing a team of Success Agents (Salesforce Technical Experts) along with associated support projects and processes. This role involves handling critical customer escalations, career development of individuals, and project management processes. Apart from day-to-day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organizational importance, guide / mentor next cadre of leadership as per Salesforce values, while being a face of organization to the wider world. 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 support services. This role will directly lead an Accessibility Support Team, focused on assisting customers with disabilities encountering accessibility issues with our products.

    Work Hours: We are a 24x7 Support Hub, the candidate hence needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time.

    Experience/Skills Required:
    • Overall work-experience of 10+ years, Strong people management expertise of at least years in technical support management roles.
    • Strong Experience in managing technical support professionals.
    • Experience with support tools and phone systems, and collaborative messaging tools, like Slack.
    • Excellent written and verbal communication skills.
    • Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
    • Continuously raises the bar on what defines customer service delivery.
    • Excellent situational awareness in handling objections in dynamic customer environments.
    • Leading cross-functional collaboration across global teams
    • Self-motivated, takes initiative, assumes ownership and runs programs with minimal supervision
    • Drive stakeholder engagement across peers and senior management
    • Ability to address and effectively engage large audiences and hold their interest
    • Strong Executive presence and excellent convincing skills; ability to hold own point of view in tough conversations
    • Provide guidance, mentoring, training and delegate responsibilities to managers enabling their professional growth and development
    • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
    • Strong Escalation management experience with multiple stakeholders including customers and product teams
    • Demonstrate strong work ethic and advanced organizational skills
    • Ability to develop and deliver creative business solutions for complex problems
    • Ability to attract, hire and retain high-performing support professionals
    • Ability to work on competing priorities under tight timelines and delivery pressures. Analytical bent of mind to understand data and derive actionable insights
    Detailed Role & Responsibilities:
    • We are a 24 hrs 7 days a week 365 days center and hence would need candidates who are open to work any shift based on business requirements including Saturday and/or Sunday.
    • 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.
      • Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals
    • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
    • Ensure the delivery of high-quality technical and soft-skills training for direct reports
    • Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
    • Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
    • Manage workflows and schedules for direct reports and ensure adequate workload coverage
    • Deliver regular reports that provide qualitative and quantitative descriptions of business performance
    • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
    • Develop and maintain Support procedures and policies
    • Advocate for customers and define ways to continually add value to the customer experience
    • Serve as a manager, mentor, knowledge resource, and escalation point for support agents; Build credibility and trust within the support group
    • Foster and facilitate the professional growth and development of team members
    • Empower and install confidence in team members to enable them grow
    • Flexibility to work in staggered shifts, where weekly-offs are not Saturday and Sunday but two consecutive days from the other five weekdays
    • Work as Duty Manager on rotation or as per business needs handling customer escalations and priority issues
    • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager/support management
    Skills Desired:
    • Accessibility awareness experience - including working with customers and employees with disabilities
    • Experience with assistive technology and how they operate with different Operating Systems
    • Awareness of Section 508, EN , and WCAG.
    • Functional or technical application knowledge
    • Prior experience working on Salesforce - Service Cloud, Sales Cloud and Industry products will be added advantage
    • MBA and / or Industry certifications like PMP, PRINCE2, ITIL, Six Sigma etc
    Accommodations

    If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

    Posting Statement

    At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at .

    Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce .

    Salesforce welcomes all.
  • RDP Workstations

    Desktop Support Engineer-l1

    3 weeks ago

    RDP Workstations Hyderabad, India

    Desired Experience in Years · : · 1-3 years · Number of Openings · : · 2 · Location/s · : · Hyderabad · **Responsibilities**: · Research and identify solutions to hardware, network and software related issues. · Diagnose and troubleshoot technical issues, including account setup ...

  • Intellitech IQ Consultancy

    IT Support Engineer

    1 week ago

    Intellitech IQ Consultancy Hyderabad, India

    Title - IT Support Engineer · Work Location - Hyderabad · Job Type - Fulltime · Shifts - 5 days working, 24*7 Operations, Flexibility to support in US & UK shift · CTC - 2.4 to 3.6 Lac per year - will be decided based on experience, skillset & client interview (Please do not ap ...

  • Quiktrak, LLC

    Support Engineer

    2 weeks ago

    Quiktrak, LLC Hyderabad, India

    Job Description: · Summary: · As a Level 2 Production Support Engineer, you will be responsible for providing technical assistance and support to customers and internal teams. This role requires expertise in SQL queries, data manipulation, problem analysis, and clear communicatio ...

  • Intellitech IQ Consultancy

    IT Support Engineer

    1 week ago

    Intellitech IQ Consultancy Hyderabad, India

    Title - IT Support Engineer · Work Location - Hyderabad · Job Type - Fulltime · Shifts - 5 days working, 24*7 Operations, Flexibility to support in US & UK shift · CTC - 2.4 to 3.6 Lac per year - will be decided based on experience, skillset & client interview (Please do not ap ...

  • SmartNet IT Solutions

    Support Engineer

    5 days ago

    SmartNet IT Solutions hyderabad, India

    Job Description · Support Engineer with good Communication skills and passion for technologies. You will be part of cross-functional support team and will meet / understand the product / customer requirements / customer issue. You will work on customer issues and provide qualit ...

  • Intellitech IQ Consultancy

    IT Support Engineer

    1 week ago

    Intellitech IQ Consultancy hyderabad, India

    Title - IT Support Engineer · Work Location - Hyderabad · Job Type - Fulltime · Shifts - 5 days working, 24*7 Operations, Flexibility to support in US & UK shift · CTC - 2.4 to 3.6 Lac per year - will be decided based on experience, skillset & client interview (Please do ...

  • Intellitech IQ Consultancy

    IT Support Engineer

    1 week ago

    Intellitech IQ Consultancy Hyderabad, India

    Title - · IT Support EngineerWork Location - HyderabadJob Type · - FulltimeShifts · - 5 days working, 24*7 Operations, Flexibility to support in US & UK shiftCTC · - · 2.4 to 3.6 Lac per year - · will be decided based on experience, skillset & client interview ( Please do not app ...

  • Sampoorna Consultants Pvt. Ltd

    Support Engineer

    5 days ago

    Sampoorna Consultants Pvt. Ltd Hyderabad, India Full time

    Core role responsibilities :- To understand customer needs and business objectives- To manage an incident while adhering to SLAs throughout its life cycle.- To work within well-defined system support guidelines.- Investigating, diagnosing, troubleshooting, and identifying solutio ...

  • Intellitech IQ Consultancy

    IT Support Engineer

    1 week ago

    Intellitech IQ Consultancy hyderabad, India

    Title - IT Support Engineer · Work Location - Hyderabad · Job Type - Fulltime · Shifts - 5 days working, 24*7 Operations, Flexibility to support in US & UK shift · CTC - 2.4 to 3.6 Lac per year - will be decided based on experience, skillset & client interview (Please do ...

  • Intellitech IQ Consultancy

    IT Support Engineer

    1 week ago

    Intellitech IQ Consultancy Hyderabad, India

    Title - · IT Support EngineerWork Location - HyderabadJob Type · - FulltimeShifts · - 5 days working, 24*7 Operations, Flexibility to support in US & UK shiftCTC · - · 2.4 to 3.6 Lac per year - · will be decided based on experience, skillset & client interview ( Please do not app ...

  • ADCI HYD 13 SEZ - H84

    Support Engineer

    5 days ago

    ADCI HYD 13 SEZ - H84 hyderabad, India

    It's still Day 1 at Amazon IN Payments, and we're at the beginning of building out an entire suite of rendering technologies that can standardize the way UX components interact and their look and feel on Amazon Pay pages. PayUI is a greenfield initiative in Amazon Pay org, offeri ...

  • Swift Strategic Staff Solutions INC

    Support Engineer

    5 days ago

    Swift Strategic Staff Solutions INC hyderabad, India

    Key Skills : · Azure VM Backup, Disaster Recovery, Azure Migration, Azure Site Recovery · Experience : 4 - 7 years · Notice Period : Immediate Joiners · Job Description : · - We are seeking a highly motivated Azure Support Professional to join our team. · - In this role, candid ...

  • Sonata Software

    Support Engineer

    5 days ago

    Sonata Software hyderabad, India

    Job Title: Outlook /Exchange · Location:Bangalore/Hyderabad/Noida · Years of Exp: 1-6yrs · Highest Qualification: Any DEGREE · Key Responsibilities: · Mandatory Skills:Outlook /Exchange · Good to Have Skills: · Outlook/Exchange: · Microsoft Office applications & Outlook 20 ...

  • Oracle

    Support Engineer

    5 days ago

    Oracle Hyderabad, India Regular Employee

    As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as w ...

  • Saaki Argus & Averil Consulting

    IT Support Engineer

    2 weeks ago

    Saaki Argus & Averil Consulting Hyderabad, India

    JobDescription: · Excellent Communication Skills · Install and Configure of software and hardware · Strong experience in firewall and managed L3 & L2 Switch · Must be strong at Network (LAN WAN) · Shift timings:7:00 AM to 4:00 PM · Location:Chennai/Hyderabad · RemoteWork : · ...

  • Sonata Software

    Support Engineer

    5 days ago

    Sonata Software Hyderabad, India

    Job Title: Outlook /ExchangeLocation:Bangalore/Hyderabad/NoidaYears of Exp: 1-6yrsHighest Qualification: Any DEGREEKey Responsibilities:Mandatory Skills:Outlook /Exchange · Good to Have Skills:Outlook/Exchange:Microsoft Office applications & Outlook 2010/2013/2016Microsoft Office ...

  • Korn Ferry

    Application Support Engineer

    5 days ago

    Korn Ferry hyderabad, India

    We are currently seeking an Application Support Engineer to join our team. This is a highly visible position that will require daily interaction with the business users to support break/fix, ad hoc service requests and release management. While production support is the primary ...

  • LTIMindtree

    Technical Support Engineer

    5 days ago

    LTIMindtree hyderabad, India

    Role: MSBI Technical Support Engineer – SSIS · Experience: 3+ Years · Location: Hyderabad · Payroll: LTIMindtree · Job Description: · Candidate should have over all 3 to 4 years in Infra experience in that strong experience in SQL BI with 1 2 years of experience on SSIS SS ...

  • Korn Ferry

    Application Support Engineer

    1 week ago

    Korn Ferry Hyderabad, India

    We are currently seeking an Application Support Engineer to join our team. This is a highly visible position that will require daily interaction with the business users to support break/fix, ad hoc service requests and release management. While production support is the primary r ...

  • Immersivevision Technology

    Hardware Support Engineer

    3 weeks ago

    Immersivevision Technology Hyderabad, India

    Job description · We are looking for a full-time Hardware Support Engineer to provide service and support to our products. · Interested in becoming part of a team revolutionizing the Medical Anatomy Study and science Practicals · Cofounded by graduates from IIT KGP, DCE and IIM A ...