What are the responsibilities and job description for the Support Manager position at i3 Verticals Management Services, Inc.?
Job Description
Job Description
JOB TITLE : Software Support Manager
FLSA STATUS : Exempt
DEPARTMENT : Public Sector Operations
REPORTS TO : Director of Support
SUPERVISORY RESPONSIBILITIES : Yes
JOB LOCATION : Piney Flats, TN or Shreveport, LA
TRAVEL : 5%
ESSENTIAL DUTIES & RESPONSIBILITIES :
- Lead and manage the software support team, including recruitment, training, and performance management.
- Develop and implement support strategies, processes, and best practices to improve efficiency and customer satisfaction.
- Monitor support metrics and key performance indicators (KPIs) to ensure the team meets service level agreements (SLAs) and quality standards.
- Oversee the resolution of escalated and complex technical issues, ensuring timely and effective solutions.
- Collaborate with development, product management, and other stakeholders to identify and address software defects and enhancement opportunities.
- Provide regular reports and updates on support activities, performance, and customer feedback to senior management.
- Develop and maintain support documentation, including knowledge bases, user guides, and troubleshooting resources.
- Ensure adherence to company policies, procedures, and compliance requirements.
- Manage support tools and systems and recommend improvements to enhance support operations.
- Foster a customer-centric culture within the support team, focusing on delivering exceptional service and building strong client relationships.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE) :
PREFERRED QUALIFICATIONS (EDUCATION AND EXPERIENCE) :
