Software Support Team Lead

7 days ago


Petaling Jaya, Selangor, Malaysia iDynamics Software Sdn Bhd Full time
Job Description

This position involves overseeing a software support team to ensure high levels of performance, efficiency, and customer satisfaction. Key responsibilities include supervising the team, leading meetings, conducting performance reviews, fostering a collaborative environment, managing issue escalation, and continuously evaluating and improving support processes.

  • Main Responsibilities:
  • Supervise a team of software support specialists to achieve high performance and customer satisfaction.
  • Lead regular team meetings to discuss progress, share best practices, and address roadblocks.
  • Conduct thorough performance reviews and provide coaching and professional development opportunities to team members.
  • Foster a collaborative and customer-focused work environment within the team.
  • Effectively manage and prioritize the escalation of complex or high-priority issues.
  • Continuously evaluate and improve support processes to increase efficiency and customer satisfaction.
  • Develop, implement, and optimize support workflows, knowledge bases, and best practices.
  • Monitor and report on key metrics such as response time, resolution time, customer satisfaction, and ticket volumes.
Required Skills and Qualifications
  • A bachelor's degree in business administration, finance, or computer science is required for this role.
  • At least 5 years of experience in software support, technical support, or customer support roles, with at least 2 years in a leadership position.
  • Proven ability to manage support tickets, troubleshoot, and resolve software-related issues effectively.
  • Strong understanding of software development processes and troubleshooting techniques.
  • Excellent verbal and written communication skills are essential for success in this position.
  • Demonstrated ability to work under pressure and handle multiple tasks simultaneously.

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