Dataroma
ClickSoftware
India - Hyderabad
6d ago

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 CategoryCustomer Success Group Job Details Job Description The Global Support Manager represents the Global Support team.

Global Support Manager holds overall accountability for the customer level 1 technical support delivered by the Global Support team, and ensures that the technical support services delivered to the customer are in accordance with the agreed KPIs.

Global support Manager is in charge of recruiting, training and certifying new support agents, and acts as a Single Point of Contact for Salesforce Datorama Management.

Responsible for delivering a high-quality service, meeting all KPIs, and acting as the first GS escalation point in case of negative feedback / escalation.

Roles and Responsibilities Manage a team of BI support agents Manage Global Support ongoing work, while meeting support KPIs Responsible for the day to day performance of the support agents Accountable for planning and achieving the yearly and quarterly KPIs of the Global Support team.

  • Responsible for process adherence of all team members; Ensure optimum utilization and productivity of resources (people, processes, infrastructure and tools);
  • Delivery of change requests and participating in business planning for new projects assigned to Global Support members; SPOC for Tier 2 management, CS management and Account Managers;
  • Define and manages staffing structure; Responsible for the new hire hiring Responsible for the overall incident management process and ensuring correct focus and drive in this area.

  • Requirements 5+ years of proven experience in a Technical Customer Service position In B2B 3+ years’ experience in a team management role Committed to self-development and the development of others Excellent communication skills, both written and verbal Extensive knowledge and experience using Excel and SQL Problem Solving character - Ability to apply analytical and investigative skills to resolve customer issues Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution Strong organisational, planning and presentational skills Degree in a quantitative subject as Mathematics, Statistics, Informatics, Economics, Physics or Business is preferable Advantage is : Good understanding of one or many of BI platforms (Qlik, Tableau, Power BI);
  • Experience in ERP and / or Reporting and / or Analyzing; Experience in BI projects. Team Player Ability to work shifts and 24X7 About Salesforce Salesforce is the global leader in customer relationship management (CRM) software.

    We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionise the way they sell, service, market and innovate-and become customer companies.

    We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For.

    Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style.

    Ready to find your #dreamjob? The Global Support Manager represents the Global Support team. Global Support Manager holds overall accountability for the customer level 1 technical support delivered by the Global Support team, and ensures that the technical support services delivered to the customer are in accordance with the agreed KPIs.

    Global support Manager is in charge of recruiting, training and certifying new support agents, and acts as a Single Point of Contact for Salesforce Datorama Management.

    Responsible for delivering a high-quality service, meeting all KPIs, and acting as the first GS escalation point in case of negative feedback / escalation.

    Roles and Responsibilities Manage a team of BI support agents Manage Global Support ongoing work, while meeting support KPIs Responsible for the day to day performance of the support agents Accountable for planning and achieving the yearly and quarterly KPIs of the Global Support team.

  • Responsible for process adherence of all team members; Ensure optimum utilization and productivity of resources (people, processes, infrastructure and tools);
  • Delivery of change requests and participating in business planning for new projects assigned to Global Support members; SPOC for Tier 2 management, CS management and Account Managers;
  • Define and manages staffing structure; Responsible for the new hire hiring Responsible for the overall incident management process and ensuring correct focus and drive in this area.

  • Requirements 5+ years of proven experience in a Technical Customer Service position In B2B 3+ years’ experience in a team management role Committed to self-development and the development of others Excellent communication skills, both written and verbal Extensive knowledge and experience using Excel and SQL Problem Solving character - Ability to apply analytical and investigative skills to resolve customer issues Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution Strong organisational, planning and presentational skills Degree in a quantitative subject as Mathematics, Statistics, Informatics, Economics, Physics or Business is preferable Advantage is : Good understanding of one or many of BI platforms (Qlik, Tableau, Power BI);
  • Experience in ERP and / or Reporting and / or Analyzing; Experience in BI projects. Team Player Ability to work shifts and 24X7 About Salesforce Salesforce is the global leader in customer relationship management (CRM) software.

    We pioneered the shift to cloud computing, and today we're delivering the next generation of social, mobile and cloud technologies that help companies revolutionise the way they sell, service, market and innovate-and become customer companies.

    We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes and one of Fortune's 100 Best Companies to Work For.

    Our "more human, less corporate" culture is built around doing work that matters, winning as a team and celebrating success Aloha-style.

    Ready to find your #dreamjob? 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 Salesforce and explore our benefits. Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers.

    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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.

    org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org. Salesforce welcomes all.

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