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Software Support Manager

Salary undisclosed

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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
  • 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.