Support Manager

We are looking for a dynamic individual to supervise and manage daily support operations. This individual will lead the customer support team, manage the daily support queue, and be a liaison for the client services team and the client. This position is remote and requires the ability to collaborate via Slack and Zoom.

Support Manager Responsibilities:

• Manage the support queue and day to day requests
• Troubleshoot reported software bugs
• Troubleshoot software issues on a basic level
• Escalate support requests, bug reports, and features/changes that are needed
• Implement support processes to enhance client satisfaction
• Oversee and evaluate ongoing training efforts of support staff
• Respond to customer support issues
• Analysis and evaluation of client satisfaction as it pertains to support
• Ability to work in a fast-moving environment and respond to requests with urgency
• Generate reports based on request performance and client satisfaction
• Implement support policies as aligned with the company

Support Manager Requirements:

• High school diploma or equivalent
• Proven experience as a support specialist
• Experience working with developers or in a development setting a must
• Prior experience in a managerial role is an advantage
• Excellent oral, written, and interpersonal skills
• Good communication skills a must
• Good computer skills a must
• A good working computer and web cam

Familiarity with Jira software is an advantage