Software Support Manager oversees software support staff. Manages department budget to ensure goals are met. Being a Software Support Manager establishes and maintains relationships with engineering and software development. Provides advanced troubleshooting skills to resolve technical problems. Additionally, Software Support Manager researches, reports and corrects any quality assurance issues. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Software Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. To be a Software Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 to 3 years supervisory experience may be required. (Copyright 2024 Salary.com)
The Manager of Customer Support has a pivotal role in enhancing our customer experience and driving operational excellence. The Manager will be responsible for designing, implementing, and centralizing processes, tools, and strategies to ensure world-class customer service and long-term customer satisfaction. They will lead the recruitment process for customer support team members, collaborating with HR to identify, attract, and develop top talent, building a team with a wide variety of experience and skills.
RESPONSIBILITIES AND DUTIES:
Customer Service Operations
Customer Relationship Building
Process Improvement
Employee Recruiting and Growth
KNOWLEDGE, SKILLS, AND ABILITIES:
Experience in customer service management, with a track record of achieving and exceeding performance targets.
Strong leadership and interpersonal skills with the ability to motivate, inspire, and grow a diverse team.
HR knowledge and supervisory / coaching skills.
Advanced knowledge of and ability to apply ERP System concepts, business processes, and accounting principles.
Strong analytical, logical, research, and problem-solving skills.
Excellent communication skills, both written and verbal.
Ability to positively interact with all levels of the company and others outside the company.
EDUCATION AND EXPERIENCE:
Bachelor's degree in Accounting, Business Administration, MIS, Supply Chain Management, related disciplines or five years of equivalent work experience in related fields.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
Typical office environment with the use of computers and telephone systems; no unusual physical demands.
Ability to travel as needed, including rental car and air flight.
This role may require occasional evening or weekend availability to address urgent customer issues.