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 GroupJOB DETAILSTechnical Support team never loses sight of the importance of having fun and maintaining a work/life balance. The team nurtures a start up culture that keeps us focused on speed, excellence, and unrivaled Customer Wow , which ultimately fuels our customers success. Together, with our whole Ohana Hawaiian for family made up of our employees, customers, partners and communities, we are working to improve the state of the world.ROLE DESCRIPTIONA Manager of Technical Support is responsible for ensuring the success of our Japanese customers effectively managing a team of Support Engineers to cover during Japan's night hours. This position will report to the Senior Director of Japan Technical Support in Singapore.YOUR IMPACTThe successful candidate will be independent, self-motivated, proactive, results-oriented, influential, and be able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.Manage a team of Support Engineers located in US and Canada regionManage the daily operations of the team members, including schedules, case and phone routing and coverage, out of office coordination, health check delivery, etc.Manage support level and customer satisfaction metrics; ensure the support SLA's are being met and exceeded.Manage a team of highly skilled engineers to handle daily case volume and major customer escalationsIdentify opportunities to improve metrics and team efficiencyHire, develop and evaluate personnel to ensure an efficient business operation.Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers.Conduct regular 1:1 meetings and Formal Reviews with team members to monitor progress, to set expectations, and to coach and develop employee skillsReceive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolutionIdentify and implement changes to methods, processes, systems, and technologies to improve operational metrics.Inspire continuous improvement in support delivery according to business objectives.Bridge knowledge and process gaps with teamsMinimize escalations via early warning processesEnsure team has access to development tools, methodologies, resources neededCollaborate closely with peer managers as part of a global team to ensure regional goals are metMINIMUM QUALIFICATIONSBachelor s degree in Computer Science or Business Management with technical focus5 years experience working in critical support operations4 years in support management or support operations lead position, ideally managing technical support resourcesWritten and verbal communication skills in both English and JAPANESEPREFERRED QUALIFICATIONSKnowledge of development methodologies, development life-cycles, and use of development tools in a support capacityExperience with support tools and phone systemsAbility to understand and escalate issues efficiently and appropriatelyDemonstrated strong work ethic and advanced organizational skillsAbility to develop and deliver creative business solutions for complex problemsAbility to effectively work with tight schedules and fast paced environmentAbility to attract, hire and retain high-performing support professionalsABOUT SALESFORCEFounded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the Most Admired Companies in the World and one of the 100 Best Companies to Work For eleven years in a row, and named Innovator of the Decade and one of the World s Most Innovative Companies eight years in a row by Forbes.There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that s so much bigger than themselves, an industry, and their company.We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.ACCOMMODATIONS - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.POSTING STATEMENTAt 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 Salesfore.com or Salesforce.org.Salesforce welcomes all.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Associated topics: assistant, client support, desk, excel, help desk, information technology support, msword, system support, technical support specialist, troubleshoot