The Software Support Manager leads, develops, mentors, and manages a team of support specialists to ensure exceptional customer service is delivered to clients, while ensuring departmental goals are achieved. This involves creating and managing customer support policies and procedures for staff to adhere to, training and observing employees and assisting escalated clients.
Manage the Support team efficiently and effectively to meet the set service goals
Direct management and supervision of support staff to include:
Participate in support meetings and actively work with all department managers to develop or improve our services, goals and procedures.
Oversee the proper use and reporting of our CRM to ensure the department is delivering quality and timely support to our clients.
Design and propose process improvement suggestions
Prepare reports and/or documentation concerning the team's services performance, goals, and needs
Oversee issue escalations making sure that clients are kept informed and timely progress of resolution
Review product changes and defects with development and provide them with client feedback to improve the overall product
Follow and enforce documented Tyler Technologies policies and procedures
The Software Support Manager must be able to:
Manager, Software Support - Tax • Falmouth, ME, United States
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