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Software Support Manager Jobs in Ohio (NOW HIRING)

Handeln.de

... Unterstützung der Projekt-Manager und Consultants bei der Anwendung der erstellten Software ... Beantwortung von Fragen per Telefon, Webkonferenz, E-Mail oder anderen elektronischen ...

Collabera

Technical Support

Mason, OH · On-site

All Home Office, Store, and Field Management associates. COMMUNICATIONS WITH OTHERS - EXTERNAL: -Computer Maintenance Support Vendors - Software Support from Vendors. SPECIFICATIONS - KNOWLEDGE AND ...

SencorpWhite

Technical Support Engineer

Hamilton, OH · On-site

... Management to Customer Support. * Knowledge of VLM commissioning and deployment of software ... solutions. * Resolve complex or previously unknown problems requiring high level technical ...

Socket.dev

Technical Support Engineer

Hamilton, OH · On-site

... Management to Customer Support. * Knowledge of VLM commissioning and deployment of software ... solutions. * Resolve complex or previously unknown problems requiring high level technical ...

Sencorpwhite

Technical Support Engineer

Hamilton, OH · On-site

... Management to Customer Support. * Knowledge of VLM commissioning and deployment of software ... solutions. * Resolve complex or previously unknown problems requiring high level technical ...

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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.

Technical Product Support Specialist

Blue Ash, OH • On-site

Communicarehealth
Health Care and Social Assistance • 10K+ employees
Learn more about Communicarehealthexternal

Full-time

Re-posted 24 days ago

Key responsibilities

  • Serve as the first point of contact for customers and end users within a specific geographic region.

  • Provide support for mobile and desktop systems, including troubleshooting, answering questions, and ensuring systems are operational.

  • Participate in onboarding, training, and updating support materials to promote platform adoption and best practices.

Communicare Health Services rating

6.1

Company rating: 6.1 out of 10

Based on 158 frontline employees who took The Breakroom Quiz

Job description

Job Address:

10123 Alliance Road, Suite 320 Blue Ash, OH 45242


WHO ARE WE?

Never Alone. Where high-touch personal care and innovative technology intersect to create an integrated ecosystem of resources and support for a multitude of continued care needs and historical health inequities. A powerful, yet scalable solution, Never Alone increases connectivity and medical efficiencies, while simultaneously creating greater access to care for those who have chronic health conditions or have historically been underserved due to geography.

Job Summary:

Reporting to Product Support Manager, the Product Support Specialist I will be trained as the product champion on our proprietary SaaS platform and tasked with the front line support services within the Never Alone ecosystem within a distinct geographic region of the US. This role will provide support for the full customer life cycle experience. This includes rollout and implementation execution, proactive monitoring of technical issues and resolution documentation, as well as providing regular feedback to Product Teams for product roadmap considerations.

Duties/Responsibilities:

  • Serve as the first line of contact within a cross-functional team for customers and end users within a geographical region.
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Working in tandem with Product Support Manager, provide daily support to users of mobile and desktop systems including empathetic listening, answering questions, analyzing problems, and ensuring customers' systems are always running.
  • Actively participate in new customer onboarding and implementation.
  • Train and re-train users to increase best practices and adoption of Never Alone mobile and desktop platforms.
  • Assist in version control and updating of training and support manuals.
  • Partner with the 24/7 Never Alone Customer Service Team to ensure customer success.
  • Create and implement support processes and procedures in collaboration with product and service desk.
  • Log daily support interactions with customers, end users, installation activities, reported technical issues, and completed solutions along with any further actions required.
  • Participates in testing new functionality and/or software upgrades.
  • Handles protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act (HIPAA).
  • Performs other duties as assigned.

Qualifications:

  • Bachelor's Degree (preferred) in related field or equivalent experience
  • Strong communication skills and ability to maintain professionalism in all circumstances
  • Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures
  • Working knowledge of PC and Mac operating systems and Microsoft Office Applications
  • Technical Support experience preferred
  • Demonstrated problem solving ability that drives operational excellence
  • Some regional travel required

What Communicare Health Services employees say

Pay

Benefits

Hours and flexibility

Workplace

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