Salesforce Service Cloud

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations, and develop technical capability within the Production Specialists. You will be responsible for overseeing and supporting the process by reviewing daily transactions on performance parameters, reviewing performance dashboard and scores for the team, and supporting the team in improving performance parameters by providing technical support and process guidance. It will be your duty to record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions. Ensure standard processes and procedures are followed to resolve all client queries and resolve client queries as per the SLAs defined in the contract. You will also need to develop an understanding of the process/product for the team members to facilitate better client interaction and troubleshooting, document and analyze call logs to spot most occurring trends to prevent future problems, identify red flags, and escalate serious client issues to Team leader in cases of untimely resolution. Ensure all product information and disclosures are given to clients before and after the call/email requests and avoid legal challenges by monitoring compliance with service agreements. Handling technical escalations through effective diagnosis and troubleshooting of client queries, managing and resolving technical roadblocks/escalations as per SLA and quality requirements, timely escalating the issues to TA & SES if unable to resolve, providing product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions, troubleshooting all client queries in a user-friendly, courteous, and professional manner, offering alternative solutions to clients where appropriate with the objective of retaining customers and clients business are also part of your responsibilities. You will need to build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client, mentor and guide Production Specialists on improving technical knowledge, collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist, develop and conduct trainings (Triages) within products for production specialists as per target, inform clients about the triages being conducted, undertake product trainings to stay current with product features, changes, and updates, enroll in product-specific and any other trainings per client requirements/recommendations, identify and document most common problems and recommend appropriate resolutions to the team, update job knowledge by participating in self-learning opportunities, and maintaining personal networks. You will be measured on various performance parameters including process-related metrics, team management metrics, and capability development metrics. Mandatory Skills required for this role are Salesforce Service Cloud. Experience required is 5-8 years.,