Manager, Support Engineer (Onward/ Managed Services)
New
Canada, 11AM - 8PM Eastern, 10AM - 7PM Colombia, 10AM - 7PM Central, 9AM - 6PM Mountain, 8AM - 5PM PacificFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum 5 years of experience
- Required Skills
- AWSAgileSalesforceRESTful APIs
Requirements
- Previous experience with managing a team of 3-5
- Minimum 5 years of experience as a Salesforce.com Administrator, Salesforce Support Engineer, or Salesforce Consultant
- Salesforce Administrator 201 is required
- Excellent understanding of Salesforce.com best practices and functionality
- Ability to debug custom flows, validation rules, data issues, and complex Salesforce builds
- Assist developers to troubleshoot issues such as APIs, Apex, Visualforce, and implementation of other Salesforce features
- Act as a subject matter expert and provide technical guidance to team members and clients
- Stay up to date on new Salesforce features and assess their impact on clients' environments
- Meet any additional certification requirements as needed for the role or as required by NeuraFlash
- Stay up to date on certification requirements and renew certifications as needed
- A demonstrated ability to understand and articulate complex requirements with customers, team members, and senior leadership
- Excellent communication, presentation, and writing skills
- Ability to work under pressure and meet project deadlines
- Ability to quickly context change and provide assistance for Severity 1 and Severity 2 tickets
- Comfortability with leading the team though debugging complex high severity issues
Responsibilities
- Oversee all support cases for technical and troubleshooting accuracy
- Take ownership of support tickets and troubleshoot when needed
- Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues
- Provide timely and accurate status updates on cases, projects, and tasks as needed
- Clearly communicate any issues or concerns and raise it to relevant stakeholders
- Anticipate and proactively address potential issues before they become problems for clients
- Manage customers' expectations and experience in a way that results in high customer satisfaction
- Develop and maintain technical documentation for internal and external use
- Seek out opportunities to improve the customer experience and increase customer satisfaction
- Participate in severity one and on-call rotation for after-hours support as needed
- Manage the on-call rotation for the entire team
- Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform
- Take thorough and accurate notes during meetings and follow up on any action items assigned
- Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends
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