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Salesforce Support Manager

Job Title: Salesforce Support Manager
Contract Type: Permanent
Location: London, United Kingdom
Industry: Salesforce
Reference: 766
Contact Name: Matt Hill
Contact Email: matt.hill@nvisiontalent.com
Job Published: 28 July 2018

The job

 

Role Description

 

JOB PURPOSE

 

In-Form is Homeless Link’s client recording system and is an application built on the Salesforce platform. The In-Form Support Manager will focus on providing support to In-Form customers, assisting the In-Form Consultant with managing the support queue and acting as an escalation point and subject matter expert for customers and system administrators.

 

Accountability

 

The In-Form Support Manager will be part of the In-Form team working on In-Form and other Salesforce projects. The technical staff in the team are managed by the Head of In-Form Technology. The In-Form Support Manager will work closely with the In-Form Salesforce Consultants and at times will also work with other departments across the organisation.

 

Location

 

Primarily office based with some travel across the UK.

 

main Responsibilities

 

  • Gain a deep understanding of the In-Form customer experience to identify how best to support customer In-Form systems
  • Provide technical support to In-Form customers
  • Provide escalation advice to In-Form System Administrators
  • Manage the Support queue
  • Implement new In-Form systems
  • Provide information to the In-Form Product Manager on support issues raised by customers
  • To take part in team meetings, In-Form user group meetings, Homeless Link staff days and other internal and external meetings as required

 

 

GENERAL

 

  • Roles and objectives in Homeless Link may change. All members of staff are expected to be prepared to work flexibly in response to changing business needs.
  • All members of staff are expected to undertake any other responsibilities or tasks that are consistent with their role and/or reasonably required by the Chief Executive.
  • All members of staff are required to operate in accordance with Homeless Link’s values, policies and procedures.
 

 

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