Salesforce Technical Support Manager

At Accellor, we are a trusted digital transformation partner that uses best-of-breed Cloud technology to deliver superior customer engagement and business effectiveness for clients. 

We’ve created an atmosphere that encourages curiosity, constant learning, and persistence. We encourage our employees to grow and explore their interests. We cultivate an environment of collaboration, autonomy, and delegation – we know our people have a strong work ethic and a sense of pride and ownership over their work. They are passionate, eager, and motivated – focused on building the perfect solution but never losing sight of the bigger picture.

We are seeking a highly skilled Salesforce Technical Support Manager for L1 and L2 levels, particularly with ServiceNow experience, is responsible for overseeing the support team, ensuring efficient and timely resolution of Salesforce and ServiceNow-related issues, and fostering positive customer experience. This includes managing support staff, maintaining system health, handling escalations, and driving continuous improvement initiatives. 

Key Responsibilities:

• Team Management: Supervising and mentoring the L1 and L2 support teams, including performance management and professional development. 
• Incident Management: Handling escalated incidents and service requests from the L1 team, focusing on complex issues and platform errors within Salesforce and ServiceNow. 
• System Monitoring and Maintenance: Regularly assessing platform performance, identifying bottlenecks, and implementing proactive solutions to ensure optimal functionality and user satisfaction. 
• Escalation Management: Managing the escalation process between L1 and L2 teams, ensuring smooth transitions and timely resolution of complex issues. 
• Documentation and Knowledge Base: Maintaining and updating documentation, processes, and procedures related to both Salesforce and ServiceNow. 
• Continuous Improvement: Identifying opportunities to enhance the support process, improve customer satisfaction, and streamline workflows. 
• Collaboration: Working closely with other teams, such as development, engineering, and product, to resolve issues and drive platform improvements. 
• Reporting: Developing and managing operational metrics reporting and dashboards for both Salesforce and ServiceNow. 

• Overall 10+ years of experience in Salesforce. 
• Strong blend of technical Salesforce expertise, excellent customer service skills, and a solid understanding of IT service management principles, especially in environments utilizing ServiceNow. 

• Candidates must possess a minimum of 6 years of professional experience in the web development field. 

• Experience in support role in Salesforce. 

• Certification is mandatory 

• Team handling experience. 

• Good communication and interpersonal skills.