IowaCityRecruiter Since 2001
the smart solution for Iowa City jobs

Software Support Manager

Company: Leepfrog Technologies, Inc.
Location: Iowa City
Posted on: October 14, 2020

Job Description:

Description:The Software Support Manager will manage a team of Software Support Specialists who respond to client requests and inquiries on a daily basis. The incumbent will establish, maintain, and encourage strong relationships between the Software Support Team and other teams. They will provide advanced troubleshooting skills to resolve technical problems. The Software Support Managers primary goal is to sustain client retention through high client satisfaction. A combination of overall technologist and leadership skills is desired and will garner the greatest rewards.Duties:* Maintain an in-depth working knowledge of Leepfrog software and how it can be configured, customized, and implemented to meet client requirements.* Develop a deep understanding of clients needs for their catalog and curriculum requirements.* Present/communicate company products and services in detail to clients and internal staff as needed.* Supervise and motivate a team of Software Support Specialists through performance coaching and career planning.* Resolve employee issues and act as the employee advocate.* Participate in short and long-term planning for assigned areas.? Identify issues, provide input, and make recommendations regarding Technical Support programs, tools, projects, products, processes, metrics, standards, and customer satisfaction.?* Function as an expert on Leepfrog products to mentor and train new Software Support Specialists. Including, but not limited to the following tasks:* Collect and interpret requests into individual tasks through our internal ticketing system; creating and updating tasks.* Maintain client communication in a timely, organized, and informed fashion.* Maintain effective customer service relationships with clients.* Identify training and development needs for direct employees.* Act as a liaison between the client and internal departments by appropriately directing questions. Ensure follow-up with clients after answers have been determined.* Manage client escalations as needed.* Work with other managers to ensure operational consistency.* Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management, and optimization.* Complete administrative duties that include, but are not limited to: timecard approval, scheduling, budget planning, candidate interviewing, and disciplinary counseling.* Perform other related duties as assigned.Skills Required:* Light JavaScript/HTML/SQL/CSS knowledge is required.* Excellent oral and written communication: clear, concise, and professional. Able to communicate across a wide range of internal and external audiences with tact and diplomacy.* Strong client orientation: ability to understand client requests and translate them into configuration and customization options/plans.* Planning: an ability to think ahead, prioritize, and plan. Take initiative.* Problem-solve in a changing environment: analyze situations quickly and react appropriately by identifying who may help in various situations.* Teamwork: a demonstrated ability to work with a team and maintain internal communication.* Time Management: the ability to organize and manage multiple priorities.* Leadership: a demonstrated ability to lead people and get results through others; lead by example and foster mentoring relationships.* Knowledge of web browsers and general troubleshooting to identify browser-specific issues.Qualifications:Bachelors degree and three years related management experience preferred; or equivalent combination of education and experience. Must have a good understanding of a services business in a high tech environment. Prior experience in managing a software support center for very high-end software, is strongly preferred. The ideal candidate must be able to operate in an entrepreneurial, small company environment with the ability to adjust to client schedules.Physical Requirements:Generally, the Software Support Manager will spend long hours sitting and using office equipment and computers. Generally, this position is considered sedentary and will be faced with regular interruptions.recblid guiduhurl1mj5x2y1lkuxqsu4rcby4

Keywords: Leepfrog Technologies, Inc., Iowa City , Software Support Manager, Executive , Iowa City, Iowa

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Now Hiring for Electrical Project Manager Medium Voltage
Description: Now Hiring for Electrical Project Manager A growing company is looking to add to their management team. This role will be a cross between project management and business development. Approximately 20 (more...)
Company: Aerotek
Location: Cedar Rapids
Posted on: 10/21/2020

Remote Strategic Management Consulting Professor
Description: A non-profit education organization is searching for a person to fill their position
Company: VirtualVocations
Location: Cedar Rapids
Posted on: 10/21/2020

Director of Creative
Description: The Creative Director is responsible for the creative vision, strategy, design and messaging for TaxAct---s brand and consumer-centric marketing strategies. With a key focus on CRM, digital and mass media (more...)
Company: Blucora
Location: Cedar Rapids
Posted on: 10/21/2020


Director --- Warranty
Description: The Director --- Warranty and Parts is responsible for maintaining the supply network, pricing, quantity, accuracy, and availability of all parts inventory related to the OrganizationT maintenance shop (more...)
Company: CRST International
Location: Cedar Rapids
Posted on: 10/21/2020

Telecommute Merchant Support Manager
Description: A company that has developed an advanced universal earplug designed for nightlife is in need of a Telecommute
Company: VirtualVocations
Location: Cedar Rapids
Posted on: 10/21/2020

Project Manager
Description: Apex Systems is looking for a Remote Project Manager This position is 100 REMOTE Qualified candidates who are interested can send an updated copy of their resume to Louie at for more details Job Title (more...)
Company: Apex Systems
Location: Cedar Rapids
Posted on: 10/21/2020

Product Manager
Description: The Common Tools and Technology Team is looking for a talented individual who has a passion to lead a diverse and talented group of engineers to develop web solutions for internal customers.
Company: Collins Aerospace
Location: Cedar Rapids
Posted on: 10/21/2020

Resident Services Program Manager
Description: Work with CHI Property Management Team to assure the supportive service needs of residents are met and assure compliance with Low Income Housing Tax Credit funding requirements. Must also maintain compliance (more...)
Company: NeighborWorks America
Location: Cedar Rapids
Posted on: 10/21/2020

Remote Data and Information Management Consultant
Description: A global non-profit organization dedicated to helping the world's most disadvantaged children is in need of a Remote Data and Information Management ConsultantCandidates will
Company: VirtualVocations
Location: Cedar Rapids
Posted on: 10/21/2020

Senior Director, Software Engineering
Description: Job Description Summary The Senior Director of Software Engineering provides leadership in the development of new and enhance existing web, data, digital and cloud technologies to support an agile digital (more...)
Company: TransAmerica
Location: Cedar Rapids
Posted on: 10/21/2020

Log In or Create An Account

Get the latest Iowa jobs by following @recnetIA on Twitter!

Iowa City RSS job feeds