Software Support Manager
Ejada -
Heliopolis, CairoPosted 5 years ago61Applicants for1 open position
- 57Viewed
- 14In Consideration
- 0Not Selected
Job Details
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Job Description
- Manage a team of Software Support consultants and technicians; act as mentor and coach to team members
- Provide product support to Software Support analysts/functions/ technicians
- Enable support analysts to diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner
- Ensure customer requirements are met with a consistently high quality of service
- Identify the need for new software products or enhancements to existing products
- Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
- Ensure that each support issue and resolution is adequately documented
- Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
- Assist in the QA process of new iterations of the software
- Determine which issues require software support and redirect those that do not to the appropriate resolution team
- Reports directly to the IT Manager. Works with Software Development, Technical Support, and other software-related departments.
Job Requirements
- A bachelor’s degree in business administration, finance, or computer science is required.
- Must have 7 or more years of experience as a service desk/help desk manager or installation/integration services manager or equivalent work experience within the retail industry.
- Need experience with and a strong commitment to rigorous, quality-driven process methods.
- Must have strong presentation, interpersonal written and oral communication skills.
- Must have demonstrated the ability to provide consistent, high-quality responsiveness and overall service to clients.
- Need to be able to build successful relationships with clients (in-house users) via telephone, email, IM, and in person.
- Presentation skills are necessary.
