Software Support Manager

Overview

ProfitSolv is a SaaS business services provider for the legal and accounting industry. We are seeking a Software Support Manager to lead our growing team of software support professionals.

Responsibilities

• 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.

What We Provide

• Opportunity to Invest in Your Future: 401K match, paid time off, health, dental, and vision HSA/FSA policies, performance compensation, and a casual dress environment.
• Hybrid Work: The option to work from home occasionally.

Qualifications

• Bachelor’s degree in information technology, computer science, or similar field preferred.
• Experience in software support or related field.
• Ability to build and motivate a team consistently.
• Ability to foster a 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.

Desirable Qualifications

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