
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.