Software Support Manager

About the position

The Software Support Manager will oversee the software support team, ensuring timely and effective resolution of customer issues. This role involves managing support operations, developing support strategies, and maintaining high customer satisfaction levels.

Responsibilities

• Lead and manage the software support team, including hiring, training, and performance evaluations.
• Develop and implement support policies, procedures, and best practices.
• Monitor and analyze support metrics to identify areas for improvement.
• Ensure timely and accurate resolution of customer issues.
• Collaborate with other departments to address and resolve complex technical issues.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Stay updated on industry trends and emerging technologies to enhance support services.
• Prepare and present regular reports on support activities and performance.

Requirements

• Experience in software support or technical support role
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Proficient in support software and tools.
• Exceptional communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.