Swarm Lead, Technical Support



IT, Customer Service
Multiple locations
Posted on Saturday, June 1, 2024

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce Inc. seeks Swarm Lead, Technical Support in San Francisco, CA:

Job Duties: Monitors home swarm, product-topic swarm, and cross cloud swarm channels to ensure swarm requests are answered by someone in a timely manner. Taps people within the swarm to assist, assists or networks to help find resources to assist as needed. Collaborates with Frontline Managers to provide feedback on swarm members that may be helpful in manager coaching conversations. Engages the right resources and works with managers to reduce TTR, minimize transfers, and ensures quality escalations to TMP. Proactively initiates swarming activities on cases as needed if a case appears to be stuck and in need of movement - drive towards a target days to swarm as defined in V2MOM. Joins scheduled customer calls to support swarms where they are providing assistance or assists in coordinating resources to get the right people on a call if the case owner needs support in an active swarm. Owns Cases assigned by Omni to maintain technical skills or grow skills into new areas. Telecommuting is an option. Some travel to Salesforce offices may be required.

Minimum Requirements: Bachelor’s degree, or foreign equivalent, in Computer Science, Engineering or closely related quantitative discipline and five (5) years of progressively responsible experience in job offered or in any occupation in a related field.

A related technical degree required (Computer Science, Engineering).

Special Skill Requirements: (1) Java; (2) J2EE; (3) IBM IIB; (4) Spring Framework; (5) XML; (6) IBM WebSphere; (7) coding, unit testing and load testing; and (8) EAI interface design. Any suitable combination of education, training and/or experience is acceptable. Telecommuting is an option. Some travel to Salesforce offices may be required.

Salary: $163,571.00 - $192,500.00 per annum.

Submit a resume using the apply button on this posting or by email at: onlinejobpostings@salesforce.com at Job# 19-6040. Salesforce is an Equal Opportunity & Affirmative Action Employer.



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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $163,571 to $192,500.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.