Job Description

Job Summary

The Software Support Manager oversees the software support team and ensures that end users receive timely, efficient, and knowledgeable assistance with the company's software products. The manager plays a pivotal role in maintaining client relationships and ensuring client satisfaction by ensuring top-notch support services.

Operational Roles

1.Team Leadership and Management:

Lead, train, and mentor the software support team. Conduct regular performance reviews and provide constructive feedback. Manage team resources, scheduling, and workload distribution.


2.Client Support:

Ensure all customer issues and inquiries are addressed promptly and accurately. Escalate critical issues to the relevant teams and stakeholders. Analyze support metrics to identify trends and areas for improvement.


3.Operational Efficiency:

Implement and oversee support software, tools, and best practices. Streamline support processes for efficiency and effectiveness. Develop and maintain support documentation, FAQs, and knowledge base articles.


4.Collaboration and Communication:

Liaise with product development and QA teams to communicate bugs and feature requests. Facilitate communication between support and other departments. Report on support metrics, challenges, and successes to senior management.


5.Continuous Improvement:

Stay updated with the latest industry best practices and implement them as appropriate. Organize regular training sessions for the support team on new product features and updates. Gather customer feedback to help improve the software and support experience.

Educational Qualifications and Certifications

Minimum:

?Bachelor's Degree in Computer Science/ Engineering or other related degree
?

ITIL or ISO20000

Work Experience

Minimum:

?8+ years of relevant work experience
?

Experience using ITSM Tools like BMC Remedy

Preferred

:


?Knowledge of Tax domain


?3+ years in testing SAP applications.