Location: Remote (Philippines).
Employment Type: Full-time, project based.
Mission duration: 6 months minimum.
Time zone: UTC+8.
Work Schedule: Morning shift ; mid shift or evening shift depending on client.
Seniority required: 5 years.
We are seeking an experienced Salesforce Helpdesk Team Lead to oversee and support our technical support team. The ideal candidate will be responsible for managing Level 1 support staff, ensuring efficient ticket resolution, and optimizing Salesforce system performance for end-users.
Key responsabilities :
- Lead and mentor a team of Salesforce helpdesk specialists.
- Oversee ticket management and ensure timely resolution of Salesforce-related issues.
- Act as an escalation point for complex technical issues.
- Monitor system performance and recommend process improvements.
- Collaborate with Salesforce administrators and developers to optimize configurations.
- Develop and maintain helpdesk procedures and training materials.
- Conduct performance reviews and provide coaching for team members.
- Ensure compliance with SLAs and customer support best practices.
Key qualifications :
- 5+ years of experience in an IT helpdesk role, with at least 2 years in a leadership position.
- Strong hands-on experience with Salesforce CRM.
- Proven ability to manage and mentor a technical support team.
- Excellent problem-solving and decision-making skills.
- Experience with ticketing systems and remote troubleshooting tools.
- Strong communication skills and ability to interact with technical and non-technical users.
Nice to have :
- Salesforce certifications (e.g., Salesforce Administrator, Service Cloud Consultant).
- Experience with ITIL frameworks and helpdesk best practices.
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