Team Lead Support
- India
- Permanent
- Full-time
- Monitor the support ticket queue, taking ownership and/or re-assigning new tickets as needed.
- Promptly address customer issues and consistently provide updates to keep customers informed of progress.
- Ensure timely and thorough resolution of customer issues within the requirements of the Service Level Agreement.
- Develop a deep understanding of the functional and technical features of our applications to effectively address application-related issues and questions.
- Work with customers to resolve their highest priority challenges.
- Note that holiday coverage and after-hours support will be required as part of this role.
- Lead inter-departmental committees and initiatives.
- Provide inspirational leadership for your team.
- Foster a company culture that encourages top performance and high morale.
- Establish clear, measurable objectives for the services team, regularly monitor and measure these objectives, and provide coaching to drive optimal performance.
- Handle HR responsibilities and conduct performance reviews with direct reports on the support team.
- Monitor overall department performance by tracking and analyzing statistics and trends; report findings to the senior management team.
- Act as a liaison between multiple internal departments.
- Take ownership of and collaborate with the support team to resolve customer escalations promptly.
- Manage and maintain the Salesforce platform, ensuring data integrity and security.
- Perform regular system audits and prepare for upgrades.
- Customize Salesforce fields, page layouts, record types, reports, and dashboards.
- Provide support to Salesforce users, troubleshooting and resolving issues.
- Conduct training sessions for new users and ongoing training for existing users.
- Develop and maintain user documentation and training materials.
- collaborate with stakeholders to gather requirements and translate them into Salesforce solutions.
- Develop and maintain workflows, process builder, and other automation tools.
Shift Timings: 5am -5pm IST any 9-hour shift window -Weekends Workings – Any 2 weekdays week off.
Location: Remote India / PhilippinesWhat We Are Looking For:(Mandatory Qualifications & Skills)
- 8+ years of relevant production environment work experience
- 5+ years of experience in SQL.
- 5+ years of experience in team handling.
- Experience supporting the Linux OS (Red Hat Enterprise Linux / Centos, or other)
- Experience in network administration, including firewalls and VPN’s
- Familiarity working with relational databases (Oracle or PostgreSQL, or other)
- Experience with Cloud-based virtual systems, networking and storage
- Experience with Cloud-based virtual systems, networking and storage
- Software knowledge in at least one of JAVA, JSP, jQuery is preferred. You will not be coding but understanding of code is preferred
- Utility industry experience, especially with respect to Smart Grid applications is preferred
- Oracle or PostgreSQL database configuration and administration is nice to have
- In-depth Linux troubleshooting experience is a plus
- ITSM/ITIL knowledge nice to have
- Previous Salesforce Administration knowledge is a plus
- Good Communication and Collaboration.
- Possess strong analytical skills to understand requirements
- Can prioritize and manage your time well
- Demonstrate excellent verbal and written communication skills in English
- Can work independently, but most importantly, as a team player
- Annual Public Holidays as applicable
- 30 days total leave per calendar year
- Mediclaim policy
- Lifestyle Rewards Program
- Group Term Life Insurance
- Gratuity
- ...and more!