Software Support Manager - Remote

As a Software Support Manager, you’ll lead the daily operations of our software support team, driving performance and ensuring every client interaction reflects our commitment to excellence. You’ll manage and develop a team of Software Support Representatives, coach them to deliver high-quality technical support, and use performance metrics to continuously raise the bar on service delivery., * Lead, mentor, and manage a team of support professionals, fostering a culture of excellence and continuous improvement.

• Develop and implement support strategies, processes, and best practices to ensure exceptional customer experiences.
• Collaborate with cross-functional teams to address complex technical issues and provide timely solutions to clients.
• Monitor support ticket queues, ensuring timely response and resolution in line with service level agreements.
• Analyze support trends and customer feedback to identify areas for improvement and drive proactive solutions.
• Develop and maintain support metrics and KPIs, providing regular reports to executive leadership.
• Oversee the creation and maintenance of a comprehensive knowledge base and self-help resources.
• Champion customer-centric initiatives, advocating for client needs and preferences within the organization.
• Other duties as assigned

This position follows established policies and procedures to keep confidential information secure.

• Bachelor’s degree in information technology, computer science, or similar field preferred
• Experience in software support or related field
• Ability to build and motive a team consistently
• Abilitly to foster positive working environment for team members
• Proficiency with software support tools and ticket tracking systems
• Strong verbal and written communication skills
• Ability to manage multiple tasks simultaneously

Additional desirable qualifications:

• Strong time management skills
• Strong initiative and sound decision-making ability
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Ability to travel as needed

Pulled from the full job description

• 401(k) matching
• Paid time off
• Health savings account
• Dental insurance
• Flexible spending account
• Paid holidays
• Work from home, * Opportunity to Invest in Your Future. We offer a 401K match.
• Paid Time Off. Enjoy paid time off and paid holidays.
• Great Coverage. Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team. Collaborate with smart, curious, hardworking individuals.
• Performance Compensation. Be rewarded for your hard work with performance-based merits.
• Casual Environment. Be comfortable in our casual dress environment.
• Hybrid Work. Want to work from home occasionally? No problem!

ProfitSolv is a SaaS business services provider for the legal and accounting industry We are looking for a Software Support Representative to join our growing team!