Technical Support Lead

As a Technical Support Lead at Apsona, a growing company in the Salesforce ecosystem with a focus on serving large non-profits & educational institutes, you will play a crucial role in providing top-tier support to customers and managing a team of Technical Support Engineers. Here's a breakdown of your responsibilities: - **Product Support**: - Stay updated on all Apsona products to effectively assist customers. - Provide accurate information, troubleshoot, and guide customers through Salesforce-related queries. - Develop and maintain internal support processes, playbooks, and documentation. - Share customer feedback to drive product and service improvements. - Implement and optimize 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. - Resolve issues within Salesforce instances, focusing on integration with Apsona products. - Guide customers on optimizing their Salesforce environments 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 maximize customer use of Apsona products. - Follow up with customers to ensure satisfaction with the onboarding process. - **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. - **Collaboration & Feedback**: - Work closely with cross-functional teams to provide customer insights and assist with product improvements. - Help generate interest in new products and refer customers to the sales team when appropriate. As a qualified candidate for this role, you should possess: - 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 work environment, and access to company training programs to enhance your skills. Join the team at Apsona and be a part of delivering a world-class customer experience. If you are passionate about Salesforce and helping businesses thrive, we would love to hear from you.,