Support Operation Specialist Jobs

Support Operations Specialist is responsible for the day to day processes of the support team and ensuring optimal performance of Salesforce Service Cloud.

The Day to Day:

- Oversees the support operations and ensuring efficient and effective service delivery.

- Develops and implements support strategies, policies, and procedures.

- Sets performance goals and objectives for the support team.

- Conducts regular performance evaluations and providing feedback to team members.

- Analyzes support data and metrics to identify trends, patterns, and areas for improvement.

- Collaborates with other departments (e.g., product development, quality assurance) to enhance product/service quality and user experience

- Monitors and evaluating the quality of support interactions and resolutions.

- Conducts audits and reviews of support tickets, calls, or chat transcripts to ensure compliance with established standards.

- Provides feedback and coaching to support representatives to improve their performance.

- Identifies process gaps or training needs and making recommendations for improvement.

- Participates in the development and refinement of quality assurance guidelines and best practices.

Qualifications:

- You possess advanced knowledge of Salesforce Service Cloud

- You have 3+ years collaborating with IT teams to ensure peak performance of systems and processes

- You have a customer service and curious mindset with a desire to tackle any problem