SAAS Support Manager jobs in United States
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365Labs · 4 months ago

SAAS Support Manager

positionBaton Rouge, LA
timeFull-time
remoteOnsite
seniorityMid Level
money$70K/yr - $80K/yr

365Labs is a leading SAAS company that specializes in providing innovative software solutions to public safety. They are seeking a dynamic and experienced Support Desk Manager who will lead a team to ensure timely resolution of client issues and maintain high-quality support services.

AndroidConsumer ApplicationsGovTechiOSLaw EnforcementPublic SafetySoftware

Responsibilities

Lead and manage a team of support staff and software testers, providing guidance, coaching, and training to ensure exceptional support services
Ensure timely resolution of client issues, addressing technical inquiries, and troubleshooting problems effectively
Develop and maintain a comprehensive knowledge base to assist both clients and support team members in resolving issues efficiently
Establish and refine support procedures to improve response times and issue resolution rates
Collaborate with other departments, such as product development and quality assurance, to provide valuable feedback and insights for product improvement
Analyze support data and metrics to identify trends, areas for improvement, and opportunities to enhance customer satisfaction
Continuously update your own knowledge of the company's SAAS products to provide accurate information and guidance to clients and team members

Qualification

SAAS experienceTeam managementProblem-solvingKnowledge base developmentCommunication skillsQuick learner

Required

Bachelor's degree in a relevant field or equivalent work experience
Proven experience as a Support Desk Manager in a SAAS company or similar role
Strong leadership and team management skills, with a track record of successfully leading and developing support teams
Exceptional problem-solving and troubleshooting abilities
Excellent communication skills, both written and verbal
Experience in developing and maintaining knowledge bases and support procedures
Quick learner with the ability to adapt to new technologies and software quickly

Company

365Labs

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365Labs builds software and processes to modernize Public Safety, Criminal Justice and First Responders.
dateFounded in 2001
location
Baton Rouge, Louisiana, USA
people-size51-200 employees
web-link
https://365labs.com/

Funding

Current Stage
Growth Stage

Leadership Team

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Mohit 'Mo' Vij
President, CEO and Engineer
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Recent News

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Company data provided by crunchbase