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Capstone IT

Overview Our client provides world-class cloud-based software and on-demand “back-office” shared services (SaaS). They maintain an in-house software development team that places a premium on integrated software solutions and business process automation as tools to enable our employees to better service our clients and increase their job satisfaction. Capstone is helping our client hire a Software Support Manager to lead their growing Support team. This group assists their customers among their Product Suite. As part of a growing team, you’ll have an outstanding opportunity to mold and mesh your unique abilities with the collective team goals and impact the customer experience! We’re seeking a conscientious self-starter who enjoys showcasing multiple responsibilities and thrives in a dynamic environment. You must be progressive and collaborative with a joy for problem-solving. This is an excellent opportunity to join a rapidly growing organization with a heart in technology and excellent service. Responsibilities Team Lead for software support (not hardware support) – working position •  Ability to lead and motivate a team. •  Assist with training team •  Daily monitoring of tickets and resolution results •  Generate reports and work with supervisor to ensure department performance •  Serve as a contact for customer-facing support and software technical requests •  Champion product-related inquiries from inception to resolution •  Leverage resources and team members to recognize patterns, provide solutions and suggest alternatives and enhancements •  Demonstrate your product knowledge and customer service skills to provide guidance and solutions to help enable the success of the customer •  Maintain a high level of customer satisfaction to increase customer retention and drive growth and adoption •  Support our enablement and onboarding teams with technical configuration and integration set up as needed •  Resolve technical issues in partnership with Software and Business Engineers •  Partner with our account management and content creation team and contribute on the creation of customer and internal-facing support and training resources •  Improve and adapt processes and support resources as needed •  Plus other work related tasks Qualifications •  Minimum of 2 years of experience in management of software support team •  Jira or other ticket tracking system •  Software testing preferred •  Experience working with Spreadsheets, HTML, CSS, and Javascript is highly preferred •  Ability to effectively prioritize incoming customer requests (queue management experience required) •  Effective verbal and written communication skills with a passion for client service •  A highly collaborative teammate who works well in regionally segmented environments •  Outstanding interpersonal skills with a broad range of external constituents and team members •  Highly autonomous and comfortable in a quick-paced environment with ambiguous and constantly evolving requirements. Education – Bachelor’s Degree

REF: JOB-4215

    • Location: Plano
    • Date posted:
    • Salary:$90,000 - $115,000