Shift: Monday thru Friday 8:00 AM to 5:00 PM
Description
The Software Support Manager's role is to lead a team of software support technicians to provide timely and quality support for internal and external clients. This includes providing technical support directly to clients as well as providing supervision, coaching, training and direction to other support staff. This position will also serve as the primary data analyst for all projects related to the analysis of current and proposed business processes. The manager must ensure there is good communication between the software support group and their clients regarding projects and work assignments, as well as internally with the other IT functions.
Responsibilities
Providing support and guidance to software support technicians
maintains quality service by establishing customer service standards; analyzing and resolving customer service problems; identifying trends; recommending improvements.
Delegating and monitoring software support projects and tasks.
Prepare and deliver reports, recommendations, or alternatives for improving processes in system processes across the organization.
Prototype new procedures for the purpose of enhancing business processes, operations, and information process flow.
Coordinating projects between the support team and other departments.
Provide troubleshooting support to internal customers using internally developed applications (Fastrac).
Perform Ad-Hoc reporting and data analysis.
Create and maintain customer integrations for B2B data exchange.
Minor application development for specific data management processes
Develop, implement, and maintain change control and testing processes for modifications to algorithms and data analytics.
Position Requirements
Formal Education & Certification
College diploma or university degree in the field of computer science or software engineering or equivalent work experience.
Knowledge & Experience
Working technical knowledge of programming languages, including C# and the .Net Framework
Proficient at working in integrated development environments, including Microsoft Visual Studio 2010 - 2015.
Experience with Microsoft Windows operating systems.
Experience with Microsoft SQL Server or equivalent DBMS.
Experienced in writing and troubleshooting Transact SQL queries
Experienced in researching and analyzing data
XML, XSLT, EDI experience
Personal Attributes
Strong leadership and interpersonal skills
Strong written and oral communication skills.
Excellent analytical, mathematical, and creative problem-solving skills.
Flexible and adaptable in regards to learning and understanding new technologies.
Ability to conduct research into software-related issues and products.
Very strong customer service orientation.
Highly logical and efficient, with keen attention to detail.
Technically proficient.
Highly self-motivated and directed.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Work Conditions
Flexible hours will occasionally be required to meet project deadlines.
Some travel may be require
