Technical Support Lead

Job Description

Apsona is a growing company in the Salesforce ecosystem with thousands of delighted customers, many of whom are large non-profits & educational institutes. Our products empower Salesforce admins with powerful reporting, document generation, data tools, and more. Why Apsona? Unlike other startups, we are already profitable. We have thousands of customers who truly love our products. Our products cater to any Salesforce customer, offering us a huge growth potential. At Apsona, you'll enjoy the perks of a startup – room for growth, diverse responsibilities, and key decision-making opportunities – without the usual risks. Be part of our proven success story at Apsona – an exciting yet secure journey awaits. Role Description Role: Technical Support Lead (B2B SaaS with Salesforce Admin Experience) Employment Type: Full Time, Permanent Location: Bangalore, Karnataka Timezone: 3pm - 12pm IST & 8 PM - 4 AM IST (Rotational) Workplace Type: Hybrid (2 days remote working) We are looking for a dynamic, customer-focused individual to join our team as a Customer Support Associate. The ideal candidate will be passionate about delivering exceptional customer service, with a strong understanding of the Salesforce platform. In this role, you will provide top-tier support to customers, troubleshoot Salesforce-related issues, along with managing a team of Technical Support Engineers. Experience with Salesforce administration and certification is preferred. Responsibilities You will be responsible for: Product Support Stay updated on all Apsona products and services to assist customers effectively. Provide accurate information, troubleshoot, and guide customers through diagnostic steps for Salesforce-related queries. Develop and maintain internal support processes, playbooks, and documentation. Share customer feedback with relevant departments to drive product and service improvements. Implement and optimize tools like 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. Help resolve issues within Salesforce instances, focusing on integration with Apsona products. Guide customers on how to optimize their Salesforce environments for better performance 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 ensure customers can maximize their use of Apsona products. Follow up with customers to ensure they are satisfied with the onboarding process and continue to use our products effectively. 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. Who You Are A customer-oriented professional with a passion for providing high-quality service. Experienced in Salesforce administration, with a strong understanding of Salesforce tools and functionalities. Excellent written and verbal communication skills, with the ability to explain technical issues in a simple, accessible manner. A problem solver who can diagnose and resolve customer issues efficiently. Motivated to stay updated on Salesforce features and Apsona product offerings. Qualifications 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. Benefits Competitive salary package. Opportunities for growth and professional development. Collaborative and supportive work environment. Access to company training programs to enhance skills. Join our team and become a vital part of delivering a world-class customer experience at Apsona. If you're passionate about Salesforce and helping businesses thrive, we’d love to hear from you! Skills: customer support,api testing,onboarding,salesforce,data management,technical support,troubleshooting,sql,team leadership,automation,communication,salesforce administration,management