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