Software Support Manager

2 days ago


Malaysia iDynamics Software Full time 80,000 - 120,000 per year


Job Description

  • Supervise a team of software support, ensuring high levels of performance, efficiency, and customer satisfaction.
  • Lead team meetings to discuss progress, share best practices, and address roadblocks.
  • Conduct performance reviews and provide coaching and professional development to team members.
  • Foster a collaborative and customer-focused environment within the team
  • Oversee the troubleshooting of software issues, ensuring timely and accurate resolutions.
  • 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.
  • Analyze support trends and identify areas for improvement.

Job Requirements:

  • A bachelor's degree in business administration, finance, or computer science is required
  • 5+ years of experience in a software support, technical support, or customer support role, with at least 2 years in a leadership position.
  • Experience managing support tickets, troubleshooting, and resolving software-related issues.
  • Strong understanding of software development processes and troubleshooting techniques
  • Exceptional verbal and written communication skills
  • Extraordinary customer service and relationship management experience
  • Ability to work under pressure and handle multiple tasks simultaneously


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