Team Lead, Software Support
1 month ago
General Summary:
The Team Leader of Software Support is responsible for leading a team of entry level to experienced professionals focused on providing support to system users and customers by evaluating user needs, identifying problems, and finding determined solutions. This role supports the Software Support team to automate and streamline our partners' business processes that lead to a more successful operation, ultimately providing our partner base with world-class support to ensure the best possible experience
Essential Duties and Responsibilities:
- Sets day to day operational objectives for the Software Support team.
- Supervises support and/or professional level colleagues.
- Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders.
- Leads and prioritizes the daily activities of the team.
- Manages, mentors, and coaches to develop a collaborative and dynamic team.
- Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency.
- Serves as the first level of escalations for partners with concerns about support, installation, education, or consulting delivery.
- Monitors and reviews the team’s activity, intervening where appropriate.
- Engages in performance management for new and existing colleagues.
- Resolves daily assigned service requests and organizes chat schedules.
- Contributes to change management meetings to help shape the support processes.
- Tracks and delivers analysis on trending issues with internal teams to determine potential solutions.
- Provides advanced troubleshooting skills to resolve problems.
- Identifies and escalates trending issues and potential software defects to leadership and development.
- Discusses partners’ operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies.
- Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem.
- Resolves daily assigned service requests and organizes chat schedules.
Knowledge, Skills, and/or Abilities Required:
- Exceptional leadership and customer service skills.
- Willingness to work in a team environment.
- Strong organizational skills to give the team direction.
- Professional presence suitable for interaction in meetings, in-person, or via email.
- Excellent presentation and communication skills.
- Organized, detail-oriented, and self-motivated.
- Strong time-management, problem solving, and organizational skills.
- Strong computer skills with the ability to effectively communicate through e -mail.
- Strong team player with the ability to build positive and collaborative relationships within the organization and external partners.
- Broad understanding of relational databases, data warehousing, mark-up languages, and web technologies.
- Knowledge of Internet Information Services (IIS)
- Preferred: Knowledge of the IT, Professional Services, CRM, or ERP markets.
Educational/Vocational/Previous Experience Recommendations:
- Bachelor’s degree in related field or equivalent business experience.
- 2+ years of relevant experience.
- 1+ years of managerial experience.
Working Conditions:
- Onsite/Hybrid/Remote depending on location.
- 0-10% travel may be required
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