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Posted over 1 year ago

Job CategoryCustomer Success Group

Job Details

We're transforming the way companies are run and careers are made. In just 12 years, salesforce.com has grown into a $16 billion business. With more than 100,000 customers, salesforce.com is the enterprise cloud computing company that is leading the shift to the social enterprise. Social enterprises leverage social, mobile and open cloud technologies to put customers at the heart of their business. Based on salesforce.com's real-time, multitenant architecture, the company's platform and application services allow customers to:
  • Create employee social networks with Salesforce Chatter and Salesforce Force.com.
  • Develop customer social networks with the Salesforce Sales Cloud, SalesforceData.com, Salesforce Service Cloud, and Salesforce Site.com.
  • Connect with customers on public social networks with Salesforce Heroku and Salesforce Radian 6
  • Empower small business to become social enterprises with Salesforce Desk.comand Salesforce Do.com.
  • Extend a company's social enterprise with apps from the leading enterprise app marketplace, AppExchange.
  • Run apps on Database.com, the first social enterprise database.
We've been recognized for four consecutive years as one of FORTUNE's 100 Best Companies to Work For 2012, named the World's Most Innovative Company and the third Fastest-Growing Tech Company by Forbes.

The Manager, Technical Support is responsible for ensuring the success of our customers by effectively managing managers, a team of Tier 2 or T3 support engineers and associated support projects and processes. This role involves managing case assignment and escalations, career development, and project management processes. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class technical support services.

Responsibilities:
  • Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
  • Set team goals in alignment with Global Support objectives. Assist direct reports in the definition and attainment of individual goals.
  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.
  • Ensure the delivery of high-quality technical and soft-skills training for direct reports.
  • Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals.
  • Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
  • Manage workflows and schedules for direct reports and ensure adequate workload coverage.
  • Deliver regular reports that provide qualitative and quantitative descriptions of business performance.
  • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis.
  • Develop and maintain Support procedures and policies.
  • Advocate for customers and define ways to continually add value to the customer experience.
  • Serve as a manager, mentor, knowledge resource, and escalation point for Tier 2 Support employees; Build credibility and trust within the support group.
Experience/Skills Required:
  • BA or BS required.
  • Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role.
  • Experience with support tools and phone systems.
  • Excellent written and verbal communication skills.
  • Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management.
  • Solid, functional salesforce.com application knowledge.
  • Ability to understand and escalate issues efficiently and appropriately.
  • Demonstrated strong work ethic and advanced organizational skills.
  • Ability to develop and deliver creative business solutions for complex problems.
  • Ability to effectively work with tight schedules and fast paced environment. Experience/Skills Desired
  • Ability to attract, hire and retain high-performing support professionals
  • Functional or technical salesforce.com application knowledge.
  • Experience building or managing Developer Support teams.
  • Ability to develop and deliver creative business solutions for complex problems.
  • Ability to effectively work with tight schedules and fast paced environment
Posting Statement

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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

SDL2017