Overview

Manages a team assigned to support and improve software products as the key liaison between clients and internal team members. Responsible for establishing and maintaining software support systems and working with the support team when assisting customers.

Responsibilities

The list of essential functions, as outlined herein, is intended to be representative of the duties and responsibilities performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Manages, plans, schedules and implements projects and provides leadership and guidance to team members
• Leads a team that provides timely software support to customers by handling incoming support requests through phone calls, email or helpdesk portal and communicating ticket status to customers as needed
• Administers software support management tools, including documenting issues and resolutions
• Troubleshoots customer issues and understands when a case needs escalation, clearly transferring case details to the development team as needed
• Analyzes customer issues for trending purposes and learns from customer interactions to identify patterns and provides insight into ways of improving the user experience
• Facilitates knowledge transfer to clients and provides user guidance on software products and capabilities
• Assists regulatory compliance with software issue investigation
• Assists product managers with determining timeline for releasing fixes to customer-reported software defects and enhancement requests
• Provides after-hours support as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree in Business Management or related field from an accredited college or university and four (4) or more years of experience in software customer service, client or technical support; or an equivalent combination of education, certification, training, and/or experience.

CERTIFICATES, LICENSES, REGISTRATIONS AND DESIGNATIONS:  

None

KNOWLEDGE, SKILLS AND ABILITIES:  

• Ability to lead assigned staff, organizing work for timely completion and manage departmental projects with limited supervision
• Ability to analyze and document complex business processes
• Ability to multi task and remain flexible when priorities or work direction change
• Strong analytical and problem-solving skills
• Ability to explain technical concepts in non-technical terms to customers and staff
• Knowledge of Helpdesk/Ticketing platforms
• Working knowledge of Agile software development practices
• Knowledge of Collaboration software
• Effective phone and written communication skills
• Ability to prioritize workload and work effectively whether individually or collaboratively as needed, based on workload and project demand
• Positive and personable attitude with a customer service focus and strong attention to detail and accuracy.

PHYSICAL REQUIREMENTS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). 

ENVIRONMENTAL REQUIREMENTS:  

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job.

Functions are regularly performed inside without potential for exposure to adverse conditions, such as inclement weather, atmospheric elements and pathogenic substances.