Request a Demo

Manager of Support

Location: Bangalore, India

Type: Work from Office


Manager of Support

TargetRecruit provides software to staffing and recruiting firms and our solution is built on top of Salesforce – the world’s #1 platform. The Manager of Support will be responsible for ensuring that suitable Service Delivery and Support processes are implemented and managed to ensure consistent delivery of high-quality customer service in an efficient and cost-effective manner.

What You Will Be Doing:

  • Develop, implement, and maintain a robust yet realistic Service Level Agreement for the Support team 
  • Ensure cases are logged, prioritized, allocated and tracked in line with the SLA and according to client priority and demand 
  • Track open issues to ensure they are continually progressed and that regular updates are provided to the client contact 
  • Meet customer expectations in terms of service response, with full accountability for the quality of service provided 
  • Meet with clients to discuss and address any concerns relating to Support 
  • Implement best practices and continual optimization for all Support processes and interactions with other teams 
  • Take full ownership for critical incidents, coordinating and escalating as required with internal and external stakeholders, facilitating efficient and regular communication with all parties through to final resolution, and providing post-incident reports and implementing lessons learned 
  • Build increased capability for out of hours support and continuity of Support for critical incidents across shifts/time zones 
  • Implement greater self-service capabilities for logging cases, enabling customers to create, view and update Support cases 
  • Create and deploy automated tools to suggest potential resolutions for issues being logged based on similar items in the knowledge base 
  • Planning capacity for future growth based on incoming projects

Who You Are:

  • 7+ years of related professional experience 
  • Extremely strong written and verbal communication skills 
  • Solid technical understanding of the Salesforce application and APIs/integrations 
  • Pro-active approach to Customer Service and Support 
  • Experience of managing remote/off-shore resources 
  • Strong problem-solving and resource management skills

Shifts:

  • UK Shift – 1:30 PM IST – 10:30 PM IST
  • 5 Days Working : Monday to Friday

Apply Now!

"*" indicates required fields

Name*
Max. file size: 4 MB.
This field is for validation purposes and should be left unchanged.