Software Support Lead - Remote

Overview

The Software Support Lead is responsible for product implementation and providing continuous product support to partners, focusing on creating success for partners by utilizing product solutions to automate and streamline their business processes.

In Short

• Provides support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• Coaches and delegates work to team members
• Assists partners with questions about supported software solutions
• Documents, tracks, and monitors problems and requests from partners
• Identifies and escalates urgent situations
• Maintains logs of Help Desk interactions
• Communicates trends and common issues impacting the team
• Stays updated on new procedures and technologies
• Assists with escalated tickets for high quality support

Requirements

• Ability to manage large projects independently
• Subject matter expert in applicable work area
• Ability to adapt to new technology and processes
• Strong customer service and communication skills
• Problem-solving skills and ability to meet deadlines
• Ability to build strong relationships with partners
• Preferred: Knowledge of IT, Professional Services, CRM, or ERP markets
• Bachelor’s degree in related field or equivalent experience
• 5+ years of relevant experience
• Preferred: MBA or master’s degree in related field

Benefits

• Diverse and inclusive workplace
• Equal employment opportunities
• Supportive work environment
• Opportunities for professional growth
• Flexible working arrangements
• Comprehensive training programs
• Health and wellness initiatives
• Employee resource groups
• Competitive compensation package
• Work-life balance initiatives