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Software Support Manager Jobs in Arizona (NOW HIRING)

McCormick Systems

Software Support

Chandler, AZ · On-site

McCormick, a Foundation Software company has been the estimating and takeoff platform specifically ... Track and manage support tickets to ensure timely resolution and follow-up with clients as ...

McCormick Systems

Software Support

Chandler, AZ · On-site

McCormick, a Foundation Software company has been the estimating and takeoff platform specifically ... Track and manage support tickets to ensure timely resolution and follow-up with clients as ...

ASM

Supervisor Engineer, Software Support

Phoenix, AZ · On-site

Supervisor Engineer (team lead), Software Support At ASM, our Software Engineering teams works on ... backlog management. * Act as the final point of contact for complex or high-priority customer ...

Arcoro

Software Support Specialist - Hybrid

Phoenix, AZ · On-site

About the Role The Software Support Specialist is responsible for providing front-line technical ... Ability to manage multiple requests in a fast-paced environment * Strong attention to detail and ...

ASM

Senior Engineer, Software Support

Phoenix, AZ

$121K - $160K/yr

Responsible for managing escalation calls with field support engineers * Create bug reports for the ... Software development or test (QA) experience. * Ability to travel 10-25% domestic and international.

Socious

Software Support/Website Design

Mesa, AZ

We offer our association management and online community software to national associations and ... In addition, you will be actively involved with design and development teams in supporting the ...

Socious

Software Support/Website Design

Mesa, AZ · On-site

We offer our association management and online community software to national associations and ... In addition, you will be actively involved with design and development teams in supporting the ...

ASM

Senior Engineer, Software Support

Phoenix, AZ · On-site

$121K - $160K/yr

Responsible for managing escalation calls with field support engineers * Create bug reports for the ... Software development or test (QA) experience. * Ability to travel 10-25% domestic and international.

A.C. Coy

IT SUPPORT TECHNICIAN - ONSITE

Chandler, AZ · On-site

$21.25 - $29/hr

Must have experience with Windows 10/11, printer support, hardware/software support, staging, mobile device management and VMWare. Responsibilities * Lead IT deskside activities to support all ...

A.C. Coy

IT SUPPORT TECHNICIAN - ONSITE

Chandler, AZ · On-site

$21.25 - $29/hr

Must have experience with Windows 10/11, printer support, hardware/software support, staging, mobile device management and VMWare. * Lead IT deskside activities to support all employees at the client ...

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All JobsSoftware Support JobsSoftware Support Manager JobsSoftware Support Manager Jobs in Arizona

Software Support Manager information

What does a software support manager do?

A Software Support Manager oversees the support team responsible for assisting clients and end-users with software-related issues. They manage daily operations, ensure timely resolution of technical problems, and work to improve customer satisfaction. The role often involves coordinating with development teams to address bugs, implementing support processes, and training staff. Software Support Managers also analyze support metrics to optimize performance and may assist in developing documentation or training materials.

How does a software support manager typically balance technical troubleshooting with team leadership responsibilities?

A Software Support Manager often divides their time between overseeing the support team’s daily operations and directly handling complex technical issues that require advanced expertise. While they may step in to resolve escalated customer problems, much of their role involves mentoring support staff, coordinating training sessions, monitoring performance metrics, and optimizing support processes. Effective managers also collaborate closely with development teams to communicate recurring software issues and recommend improvements, ensuring both customer satisfaction and continuous product enhancement.

What are the key skills and qualifications needed to thrive as a software support manager, and why are they important?

To thrive as a Software Support Manager, you need strong technical knowledge of software products, troubleshooting expertise, and experience in customer service or IT support, often backed by a relevant degree. Familiarity with ticketing systems (like Zendesk or Jira), CRM platforms, and ITIL or similar certifications is typically required. Exceptional leadership, communication, and problem-solving skills set outstanding managers apart by enabling them to guide teams and resolve client issues effectively. These competencies are crucial for ensuring timely customer support, maintaining high client satisfaction, and leading a productive support team.

What is the difference between Software Support Manager vs Software Support Specialist?

AspectSoftware Support ManagerSoftware Support Specialist
ResponsibilitiesOversees support teams, manages escalations, develops support strategiesProvides technical support, troubleshoots issues, assists customers directly
Required SkillsLeadership, communication, technical knowledge, problem-solvingTechnical troubleshooting, customer service, product knowledge
CertificationsITIL, CompTIA, relevant technical certificationsCompTIA A+, Microsoft Certified, product-specific certifications
Work EnvironmentOffice-based, team management, coordination with other departmentsCustomer support centers, remote or on-site troubleshooting

The main difference between a Software Support Manager and a Software Support Specialist lies in their scope of responsibilities. Managers oversee support teams and strategic planning, while specialists focus on direct technical support. Both roles require technical knowledge and certifications, but managers emphasize leadership and coordination skills.

What cities in Arizona are hiring for Software Support Manager jobs?

Cities in Arizona with the most Software Support Manager job openings:

Software Support

Chandler, AZ • On-site

McCormick Systems
Software Development • 11 - 50 employees
Learn more about McCormick Systemsexternal

Full-time

Posted 13 days ago

Key responsibilities

  • Assist clients with technical issues related to estimating software via phone, email, or web.

  • Troubleshoot and resolve software-related problems to ensure clients can efficiently complete their tasks.

  • Guide clients through software updates, new features, and best practices for using the products effectively.

Job description

McCormick, a Foundation Software company has been the estimating and takeoff platform specifically for electrical, plumbing and mechanical contractors across the US and Canada. Everything from digital takeoff to final bid proposal happens in one system.

Position Summary

We are seeking a knowledgeable and customer-oriented Software Support Representative to provide exceptional support for our suite of products. In this role, you will assist clients with technical issues, troubleshoot software problems, and ensure they are using the software efficiently to meet our customers' needs. Your expertise will help clients solve complex problems, offer guidance, and ensure a smooth user experience while also maintaining a high level of customer satisfaction.

Essential Functions and Responsibilities

  • Provide technical support to clients using estimating software, addressing issues via phone, email, or web.
  • Troubleshoot and resolve software-related problems, ensuring clients can efficiently process their daily tasks such as estimating, etc. and resolve discrepancies.
  • Guide clients through software updates, enhancements, and new features.
  • Collaborate with internal departments to resolve system issues, reporting issues, and to report any technical issues clients are experiencing.
  • Maintain expertise in the different software platforms, new modules, and any relevant industry changes.
  • Educate clients on best practices for using our products' features effectively.
  • Track client issues using call-center software and ensure accurate and timely documentation of all support cases.
  • Track and manage support tickets to ensure timely resolution and follow-up with clients as necessary.
  • Adhere to all department and company standard operating procedures and project a professional and positive image as a company representative.
  • Stay up to date with changes in the industry, as well as software updates.
  • Perform other duties as assigned.

Required Skills and Experience

  • 1+ years of experience in software support
  • Payroll processing or estimating experience or involvement is a plus.
  • Strong understanding of estimating principles, and related software functionalities.
  • Experience working with customer service or technical support teams in a SaaS or software environment is preferred.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users in a clear and concise manner.
  • Strong problem-solving skills with the ability to troubleshoot complex issues independently while following established protocols.
  • Proficient in using Microsoft Outlook, Word, and Excel; familiarity with Salesforce or other CRM software is a plus.
  • Superior organizational skills and the ability to manage multiple support tickets simultaneously while prioritizing tasks effectively.
  • Ability to maintain detailed, accurate, and timely records.
  • Basic math skills.
  • Knowledge of the construction industry is a plus.
  • Ability to work well as part of a team and independently as needed.

McCormick Systems is an Equal Opportunity Employer.

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