| Salesforce Support Lead - Technical and Process Expert || Atlanta, GA (Hybrid) at Atlanta, Georgia, USA |
| Email: [email protected] |
| From: Mounika, Anveta Inc [email protected] Reply to: [email protected] Job Title: Salesforce Support Lead - Technical and Process Expert Location: Atlanta, GA (Hybrid) Duration: 6+ months Job Summary: As a Salesforce Support Lead - Technical and Process Expert, you will lead a team of skilled support engineers in ensuring the seamless operation and continual improvement of our Salesforce platform. This role requires a deep technical understanding of Salesforce, excellent leadership skills, and a strategic approach to optimizing support processes. You will be responsible for guiding your team in providing top-tier technical support, streamlining workflows, and collaborating with cross-functional stakeholders to enhance the overall Salesforce experience. Responsibilities: Looking for 10+years of Salesforce Support Lead with Commerce cloud experience. Should have strong experience working on commerce cloud tools. Lead a team of Salesforce support engineers, providing technical guidance, mentoring, and performance management. Define and implement best practices for handling support cases, incident escalation, and resolution to ensure timely and effective support delivery. Collaborate with cross-functional teams, including developers, administrators, and business analysts, to identify and address recurring technical issues, process bottlenecks, and opportunities for improvement. Develop and maintain a strong understanding of the Salesforce platform, its architecture, customization capabilities, and integration points. Analyze complex technical issues related to Salesforce configuration, customization, and integrations; provide expert-level guidance to the support team for troubleshooting and resolution. Establish and maintain a knowledge base of solutions, best practices, and troubleshooting guides to empower the support team and promote self-service for users. Drive continuous process improvement initiatives to enhance support efficiency, effectiveness, and user satisfaction. Collaborate with internal stakeholders to gather feedback and insights and translate them into actionable recommendations to enhance the Salesforce user experience. Monitor and report on key support metrics, analyzing trends to identify opportunities for proactive support and long-term system enhancements. Develop and conduct training programs for the support team to ensure their technical skills are up-to-date and aligned with the evolving needs of the Salesforce platform. Participate in on-call rotation to provide after-hours support when necessary. Qualifications: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience). Salesforce Administrator certification is required; additional certifications such as Salesforce Advanced Administrator, Salesforce Platform App Builder, or Salesforce Certified Technical Architect are highly desirable. Proven experience (5 years) in a technical lead or senior support engineer role focused on Salesforce support and administration. In-depth technical knowledge of Salesforce platform architecture, data modeling, and security mechanisms. Proficiency in troubleshooting complex technical issues related to Salesforce customization, workflows, Apex code, and integrations. Strong leadership skills with a track record of effectively leading and mentoring technical teams. Excellent problem-solving skills and the ability to think strategically about process optimization and support delivery. Exceptional communication and collaboration abilities, with the capacity to interact effectively with technical and non-technical stakeholders. Experience with ITIL or other IT service management frameworks is preferred. Familiarity with agile methodologies and experience working in an agile environment is a plus. Prior experience with support ticketing systems such as Jira, ServiceNow, or Salesforce Service Cloud is advantageous. Ability to adapt to changing priorities in a dynamic and fast-paced environment. Keywords: information technology Georgia |
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| Fri Jan 19 19:34:00 UTC 2024 |