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Software Support Manager - Remote

Tabs3

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JOB DETAILS
SKILLS
Accounting, Best Practices, Business Services, Coaching, Communication Skills, Computer Science, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Service Management, Customer/Client Research, Flexible Spending Accounts, Information Technology & Information Systems, Knowledge Base, Leadership, Legal, Mentoring, Metrics, Multitasking, Operations, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Reporting Skills, Service Delivery, Service Level Agreement (SLA), Software Administration, Software as a Service (SaaS), Team Lead/Manager, Technical Support, Time Management, Trend Analysis, Willing to Travel, Work From Home, Writing Skills
POSTED
1 day ago
ProfitSolv is a SaaS business services provider for the legal and accounting industry We are looking for a Software Support Representative to join our growing team!

As a Software Support Manager, you'll lead the daily operations of our software support team, driving performance and ensuring every client interaction reflects our commitment to excellence. You'll manage and develop a team of Software Support Representatives, coach them to deliver high-quality technical support, and use performance metrics to continuously raise the bar on service delivery.

What we provide:
  • Opportunity to Invest in Your Future. We offer a 401K match.
  • Paid Time Off. Enjoy paid time off and paid holidays.
  • Great Coverage. Take advantage of health, dental, and vision HSA and FSA policies.
  • A Great Team. Collaborate with smart, curious, hardworking individuals.
  • Performance Compensation. Be rewarded for your hard work with performance-based merits.
  • Casual Environment. Be comfortable in our casual dress environment.
  • Hybrid Work. Want to work from home occasionally? No problem!

As a Software Support Manager, you will:
  • Lead, mentor, and manage a team of support professionals, fostering a culture of excellence and continuous improvement. 
  • Develop and implement support strategies, processes, and best practices to ensure exceptional customer experiences. 
  • Collaborate with cross-functional teams to address complex technical issues and provide timely solutions to clients. 
  • Monitor support ticket queues, ensuring timely response and resolution in line with service level agreements. 
  • Analyze support trends and customer feedback to identify areas for improvement and drive proactive solutions. 
  • Develop and maintain support metrics and KPIs, providing regular reports to executive leadership. 
  • Oversee the creation and maintenance of a comprehensive knowledge base and self-help resources. 
  • Champion customer-centric initiatives, advocating for client needs and preferences within the organization. 
  • Other duties as assigned 
This position follows established policies and procedures to keep confidential information secure.

A great fit for this position has:
  • Bachelor’s degree in information technology, computer science, or similar field preferred 
  • Experience in software support or related field 
  • Ability to build and motive a team consistently 
  • Abilitly to foster positive working environment for team members 
  • Proficiency with software support tools and ticket tracking systems 
  • Strong verbal and written communication skills 
  • Ability to manage multiple tasks simultaneously 
Additional desirable qualifications:
  • Strong time management skills
  • Strong initiative and sound decision-making ability 
  • Prolonged periods sitting at a desk and working on a computer 
  • Must be able to lift up to 15 pounds at times
  • Ability to travel as needed

Our commitment to you:
At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate.

About the Company

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