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.
