What are the responsibilities and job description for the Software Support Team Lead position at DocuNav Solutions?
Software Support Team Lead
DocuNav Solutions – Frisco, TX
Support is an important part of DocuNav. We want our customers to thrive. To ensure our customers’ success, the Support Team will lead, mentor and onboard new team members. The role will own the promptness using clear communication, skillful problem solving, and attention to detail. This role will also include being a point of escalation, creating and updating documentation!
Do you enjoy:
- Leading a team to help solve customer problems
- troubleshooting
- learning and applying new ideas and solutions
- a variety in your work instead of the same repetitive tasks day after day
- being the tech expert for your friends and family
If this sounds like you, please read on and apply here:
https://take.surveys.ci/s/1B0D150000
Responsibilities/Expectations:
- Manage Support Team members with triaging new tickets, prioritizing, escalating as needed, and deciding what resources are needed to solve the ticket promptly
- Work with Team to ensure tickets are resolved promptly with effective communication while also adhering to SLAs
- Create new documentation and update existing documentation
- Provide Team with instruction and feedback including bi-annual performance reviews
- Diagnose underlying root causes related to complex and repetitive issues
- Onboard new employees within designated time-period and seek new training opportunities for the Team to advance knowledge
- Manage 24/7 Support on-call rotation including scheduling and ensuring SLAs are met
Applications Requirements:
- Bachelor’s degree in computer science or equivalent work experience preferred
- 4-6 years of experience in technical support and supervisory responsibilities
- Reputation for teamwork, strong work ethic and commitment to delivering results
- Strong troubleshooting, critical thinking, problem analysis, and decision-making abilities
- Ability to be a quick study and understand Laserfiche and other DocuNav services and products
- Selected candidates must pass the background review
DocuNav Offers:
- Opportunity to work with Number One re-seller of Laserfiche in Texas
- A strong team with high energy level and integrity to achieve goals
- Career oriented advancement
- Competitive compensation including great benefits package & more
- Certification and Self-development plans
- Team building opportunities
Job Type: Full-time
Salary: $65,000.00 to $80,000.00 /year
Job Type: Full-time
Pay: $65,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $65,000 - $80,000