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Provide technical leadership, performance management, and mentorship to direct reports.
Ensure customer inquiries and support tickets are responded to within established deadlines.
Ensure compliance with Service Level Agreements (SLAs)
Manage assigned support requests using Jira
Actively monitor customer feedback and respond to escalated complaints in a timely and professional manner
Create Knowledge Articles based on frequently submitted support tickets
Lead in the resolution of support bugs assigned to subject matter experts.
Document steps to resolution from Subject Matter Experts for resolution of support tickets.
Suggest new training content to the Product Team for frequently submitted support tickets.
Identifying areas of improvement and making recommendations to the Quality Assurance team
Developing and maintaining customer relationships and providing the highest level of customer service
Assisting with customer onboarding to support after implementation.
Qualifications and Experience
Bachelor's in computer science or business Information Technology.
Excellent communication skills (speaking, writing, and presenting)
Must have relevant Salesforce Certification.
Must have relevant QA qualifications.
Strong analytical and problem-solving skills.
Must possess great organizational skills.
Full Time
Business Services
$73k-96k (estimate)
04/28/2024
07/25/2024
lnbsolutions.com
Norfolk, VA
<25
Business Services