About the Gig:

The Technical Support Lead is responsible for managing and growing our team of technical experts and support resources. The Technical Support Lead acts as the first line of communication between our project managers and the specialist resources they need to deliver on our Pardot and Salesforce projects. Our ideal candidate is a people and process wizard who is adept at managing relationships across the team and various departments. A successful Technical Support Lead will own the workflow that ensures incoming tickets are reviewed promptly, responded to, and assigned efficiently to the appropriate resources. The Technical Support Lead will also get hands on and act as an extra resource to fulfill project needs and tickets as skillet and time allow.

A Day-in-the-Life:

  • Meet with Success Team members to provide guidance, get feedback, and to discuss skill enhancement opportunities
  • Work closely with our team of consultants/project managers to identify resourcing needs and set client expectations
  • Develop, communicate, and continually improve the queue process as Sercante grows
  • Manage task schedules and create mechanisms to identify at-risk tasks
  • Review incoming tickets and verify the information is complete enough to schedule and assign a team member
  • Estimate time to complete and the timeline for tasks activities based on input
  • Manage contractor relationships to supplement internal bandwidth
  • Establish and enforce a QA process for queue tasks
  • Ensure team member workloads and assignments are aligned with their skill sets, ability level and interests where possible
  • Identify gaps in skills that are leading to bottlenecks and propose solutions
  • Forecast hiring needs for Success Team
  • Maintain success team reporting to be shared with stakeholders

A Successful Technical Support Lead will:

  • Be a great communicator and build strong relationships
  • Solve problems and build processes that can scale and prevent bottlenecks
  • Encourage learning and development among their team
  • Focus on the future and work with the team to set and meet goals, including:
    • 100% tickets responded to within 24 business hours
    • SLA Managing tickets tp close within 25% of estimated time for original request
    • Completing 90% of tickets by the due date

About Sercante

Sercante is a global Salesforce & Pardot consulting firm, offering Pardot implementations, managed services, complex process integration with Sales Cloud, and developing custom third party integrations using the Pardot API. Sercante focuses on helping businesses transform their lead-to-revenue processes by leveraging marketing automation & the Salesforce platform. For more information, visit www.Sercante.com