Software Support Lead

We are seeking an experienced Software Support Lead to oversee and drive software support operations for our client. As the lead for a dynamic support team, you will ensure high-quality and timely support for users, troubleshooting software issues, and ensuring the efficient resolution of technical challenges.

Responsibilities

• Lead and manage a team of software support specialists, ensuring exceptional service and fast resolution of technical issues.
• Oversee the day-to-day operations of the software support team, including assigning tasks and monitoring performance.
• Act as the primary point of contact for escalated software issues, ensuring quick and efficient resolution.
• Analyze and resolve complex technical issues related to software applications, providing solutions to internal teams and customers.
• Collaborate with development teams to identify software bugs, patches, and improvements, ensuring a seamless user experience.
• Develop and maintain knowledge bases and user manuals to support the self-service efforts of internal users and customers.
• Implement best practices for software support, including incident tracking, issue resolution, and customer communication.
• Monitor software performance and troubleshoot issues, providing recommendations to optimize the software’s functionality and usability.
• Provide training and mentoring to support team members to enhance their technical expertise and customer service skills.
• Collaborate with cross-functional teams to drive software updates, improvements, and new features based on customer feedback and support insights.

Qualifications

Why Consider This Opportunity?

Lead and shape the direction of software support for a growing company.

Play a key role in enhancing the software experience for end users and internal teams.

Opportunities for professional development, technical training, and leadership advancement.

Enjoy a great work environment with a comprehensive benefits package.