Customer Support Lead - Salesforce Support/Performance Monitoring (8-10 yrs) (Viraaj Software)

Required Skills :

- 8 to 10+ years of software technical support experience with a strong customer focus and working knowledge of relational database management software including Oracle and MS SQL, specifically SQL querying and navigating complex structures.

- A minimum of 1+ years of Salesforce support and/or experience, with a strong customer focus, and working knowledge of relational databases, including Oracle and MS SQL.

- Experience with other tracking software systems, document management systems or other quality management software applications is preferred.

- Strong investigation skills including problem solving techniques such as java code debugging.

- Excellent communication skills (written and verbal) allowing for the ability to interact with a diverse group of customers, developers, testers, administrators, and project teams.

- Bachelor's Degree in Business or Computer Science or equivalent relevant work experience

- Able and willing to travel as required, internationally on short-term basis

- Able to work on a shifting schedule

Responsibilities:

- Manages and directs the activities of the Support Center team. Ensures subordinates receive adequate training to perform duties and responsibilities effectively. Works with Support Center Management to ensure staff is adequate to handle call volume.

- Identifies support priorities and clients that require special handling to maintain customer satisfaction

- Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.

- Create, implement and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Contact Center team.

- Forecast reporting and performance reporting.

- Management of project plans to ensure timely delivery of outcomes.

- May perform responsibilities of subordinates in their absence.

- Creates monthly schedules/rotation on the Support Center team and monitors adherence

Preferred Skills & Qualifications :

- Exposure to various different supporting software tools to aid in performance monitoring and error detection.

- Experience working and configuring application servers, such as Apache Tomcat and JBOSS.

- Cloud Support Experience in a fast paced, high demand environment.

- Salesforce Certification and/or SFDC Platform knowledge.

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