Description:
• Oversee ticket workflows in Zendesk and ensure issues are triaged, prioritized, and resolved within defined SLAs.
• Monitor unresolved tickets and ensure timely follow-up with customers for all resolved issues.
• Implement and enforce best practices for ticket handling, escalation, and resolution.
• Mentor and support the frontline support team, providing guidance on Salesforce-related queries and processes.
• Act as the escalation point for complex Salesforce-related issues.
• Utilize Jira to track and manage escalations, collaborating with SMEs and developers for timely resolutions.
• Use Copado to support release management and deployment processes when necessary.
• Identify inefficiencies in current support workflows and implement solutions to optimize response times.
• Create and enforce documentation standards for issue resolution and customer communication.
• Analyze SLA adherence and provide weekly reports to leadership with actionable insights.
• Ensure proactive communication with customers regarding ticket statuses, updates, and resolutions.
• Collaborate with the Customer Success team to improve customer satisfaction metrics and retention.
Requirements:
• Salesforce Certified Administrator with advanced Salesforce troubleshooting experience.
• Zendesk Certifications and hands-on expertise in Zendesk workflows and automations.
• Proven ability to optimize ticket handling processes and ensure SLA adherence.
• Experience with Jira for issue tracking and management.
• Exceptional attention to detail and strong organizational skills.
• Proven ability to communicate technical solutions clearly to non-technical stakeholders.
• Experience with Copado for release management and deployment.
• Background in managing support teams for a SaaS or Salesforce-based product.
• Knowledge of customer success methodologies and metrics.
Benefits:
• Competitive salary and benefits package.