Support Manager
About The Position
Lead and manage the software support team, including recruitment, training, and performance management. Develop and implement support strategies, processes, and best practices to improve efficiency and customer satisfaction. Monitor support metrics and key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and quality standards. Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions. Collaborate with development, product management, and other stakeholders to identify and address software defects and enhancement opportunities. Provide regular reports and updates on support activities, performance, and customer feedback to senior management. Develop and maintain support documentation, including knowledge bases, user guides, and troubleshooting resources. Ensure adherence to company policies, procedures, and compliance requirements. Manage support tools and systems and recommend improvements to enhance support operations. Foster a customer-centric culture within the support team, focusing on delivering exceptional service and building strong client relationships.
Requirements
- Associate’s degree or equivalent professional experience.
- Strong leadership and team management skills, with the ability to motivate and develop a team.
- Proficiency in using support ticketing systems, remote access software, and other support technologies.
- Effective communication skills and the ability to interact with stakeholders.
- Must have strong verbal and written communication skills
Nice To Haves
- Bachelor’s degree or higher from an accredited institution.
- Two (2) or more years of related experience
- Experience with support metrics, KPIs, and performance management.
Responsibilities
- Lead and manage the software support team, including recruitment, training, and performance management.
- Develop and implement support strategies, processes, and best practices to improve efficiency and customer satisfaction.
- Monitor support metrics and key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and quality standards.
- Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions.
- Collaborate with development, product management, and other stakeholders to identify and address software defects and enhancement opportunities.
- Provide regular reports and updates on support activities, performance, and customer feedback to senior management.
- Develop and maintain support documentation, including knowledge bases, user guides, and troubleshooting resources.
- Ensure adherence to company policies, procedures, and compliance requirements.
- Manage support tools and systems and recommend improvements to enhance support operations.
- Foster a customer-centric culture within the support team, focusing on delivering exceptional service and building strong client relationships.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
