Assistant Software Support Manager

As an Assistant Software Support Manager, you will support the Software Support Manager in overseeing and managing the software support team. Your role will involve ensuring that our customers receive timely and effective solutions to their software-related issues while contributing to the continuous improvement of support processes and tools.

Responsibilities & Duties

Team Leadership and Management:

• Assist in managing a team of software support specialists, providing guidance, training, and performance feedback.
• Help with scheduling, workload distribution, and ensuring coverage during peak times.
• Address escalated customer issues and assist in resolving complex or high-priority cases.
• Monitor and take corrective action related to CSAT and NPS scores.
• Lead knowledge creation efforts for the team.
• Conduct various team meetings.
  
  

Work standard:

• Lead a team of software support agents, monitor and maintain SLAs related to support calls and cases, maintain a customer satisfaction rating of 90% or higher, follow company policies for handling customer issues.
  
  

Customer Support Oversight:

• Monitor support ticketing systems and ensure that customer inquiries are addressed promptly and effectively.
• Analyze and track customer feedback to identify common issues and areas for improvement.
• Collaborate with the support team to develop and maintain a knowledge base of common issues and solutions.
• Actively monitoring and managing customer support case queues as well as phone queues, to ensure that customer service KPI’s and metrics are adhered to and that customers receive a superior support experience.
• Ensure that cases are assigned to the optimal resources to ensure timely resolution.
• Provides thought leadership for case management: identifying process gaps and ensuring consistent standards across teams.
• Serves as the first customer escalation point, ensuring issues are resolved and engaging the “escalation” team as appropriate.
• Responsible for Customer Satisfaction and Net Promoter score analysis and recommending corrective actions where appropriate.
  
  

Process Improvement:

• Assist in the development and implementation of support processes and best practices.
• Identify opportunities for process improvements and contribute to the development of new support strategies.
• Work with cross-functional teams to ensure that software releases and updates are effectively communicated and supported.
  
  

Reporting and Analysis:

• Ensures team compliance with processes and adherence to stated KPI’s.
• Generate and review reports on support metrics, including response times, resolution times, and customer satisfaction.
• Provide insights and recommendations based on data analysis to improve support performance and customer experience.
  
  

Training and Development:

• Support the training and onboarding of new support team members.
• Assist in the creation and updating of training materials and documentation.
• Ensures team compliance with processes and adherence to stated KPI’s.
• Delivers regular feedback to team members on performance.
• Along with Customer Support Managers conduct regular team meetings.
• Conducts support huddles to help coordination between agents and review current issues.
  
  

Collaboration and Communication:

• Collaborate with other departments, such as development, professional services, and product, to address software issues and enhance product quality.
• Communicate effectively with customers to provide updates and resolve issues.
  
  

Education & Experience

Essential qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred
• 3-5 years of experience in a software support or technical support role, with at least 1 year in a supervisory or leadership capacity.
• Strong technical knowledge of software applications, troubleshooting techniques, and support processes.
• Excellent problem-solving skills and the ability to handle complex technical issues.
• Proven ability to manage a team and foster a positive working environment.
• Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
• Experience with support ticketing systems (e.g., Salesforce, Zendesk, ServiceNow) and knowledge management tools.
  
  

Skills & Requirements

• Minimum 3 years of experience in Customer Service focused role, with at least 1 year in a supervisory or leadership capacity
  
  

Desirable Qualifications

• Experience with Point of Rental Software, specifically Syrinx
• Experience in Hire Industry
• Call Center Management experience