Software Support Manager

Job Description

• Supervise a team of software support, ensuring high levels of performance, efficiency, and customer satisfaction.
• Lead team meetings to discuss progress, share best practices, and address roadblocks.
• Conduct performance reviews and provide coaching and professional development to team members.
• Foster a collaborative and customer-focused environment within the team
• Oversee the troubleshooting of software issues, ensuring timely and accurate resolutions.
• Manage and prioritize the escalation of complex or high-priority issues.
• Continuously evaluate and improve support processes to increase efficiency and customer satisfaction.
• Develop, implement, and optimize support workflows, knowledge bases, and best practices.
• Monitor and report on key metrics such as response time, resolution time, customer satisfaction, and ticket volumes.
• Analyze support trends and identify areas for improvement.

Job Requirements:

• A bachelor’s degree in business administration, finance, or computer science is required
• 5+ years of experience in a software support, technical support, or customer support role, with at least 2 years in a leadership position.
• Experience managing support tickets, troubleshooting, and resolving software-related issues.
• Strong understanding of software development processes and troubleshooting techniques
• Exceptional verbal and written communication skills
• Extraordinary customer service and relationship management experience
• Ability to work under pressure and handle multiple tasks simultaneously

APPLY