Technical Support Lead

As a Technical Support Lead at Apsona, a growing company in the Salesforce ecosystem, you will play a key role in providing top-tier support to customers, troubleshooting Salesforce-related issues, and managing a team of Technical Support Engineers. Your responsibilities will include: - **Product Support:** - Stay updated on all Apsona products and services to assist customers effectively. - Provide accurate information, troubleshoot, and guide customers through diagnostic steps for Salesforce-related queries. - Develop and maintain internal support processes, playbooks, and documentation. - Share customer feedback with relevant departments to drive product and service improvements. - Implement and optimize tools like helpdesk platforms, knowledge bases, and automation workflows. - **Salesforce Admin Support:** - Assist customers with Salesforce administration tasks such as managing user permissions, automation, and data management. - Help resolve issues within Salesforce instances, focusing on integration with Apsona products. - Guide customers on how to optimize their Salesforce environments for better performance using Apsona products. - **Customer Onboarding and Training:** - Onboard new customers by providing clear instructions on Apsona product setup within Salesforce. - Provide training and support on Salesforce admin tasks to ensure customers can maximize their use of Apsona products. - Follow up with customers to ensure they are satisfied with the onboarding process and continue to use our products effectively. - **Team Leadership:** - Lead and manage the day-to-day operations of the technical support team. - Own onboarding and ongoing training for support team members. - Foster a customer-first culture rooted in empathy, ownership, and technical excellence. In order to excel in this role, you should possess: - A customer-oriented approach with a passion for providing high-quality service. - Experience in Salesforce administration, with a strong understanding of Salesforce tools and functionalities. - Excellent written and verbal communication skills, with the ability to explain technical issues in a simple, accessible manner. - Strong problem-solving skills to diagnose and resolve customer issues efficiently. - Motivation to stay updated on Salesforce features and Apsona product offerings. Qualifications for this position include: - Minimum 5 years of experience in a customer support/technical support role, with a solid understanding of Salesforce. - Salesforce Admin Certification is preferred. - Strong knowledge of Salesforce CRM, including reporting, dashboards, data management, and automation tools. - Exceptional communication and interpersonal skills. - Strong organizational skills with the ability to manage multiple tasks and priorities. - Hands-on experience with SQL, browser debugging, or API testing tools (e.g., Postman) is preferred. - Experience supporting enterprise customers or working in high-availability environments. At Apsona, you can expect a competitive salary package, opportunities for growth and professional development, a collaborative and supportive work environment, and access to company training programs to enhance your skills. Join our team and be a vital part of delivering a world-class customer experience at Apsona. If you are passionate about Salesforce and helping businesses thrive, we would love to hear from you.,