Software Support Manager

• *Job Description:** **Software Support Manager**

• *Company:** Inexoft Technologies Pvt. Ltd.
• *Location:** Kannur, Kerala
• *Experience:** Minimum 3 Years

• *Job Summary**

We are looking for an experienced and proactive **Software Support Manager** to lead our software support operations, manage client issues, and ensure smooth functioning of our software solutions. The ideal candidate should have strong technical troubleshooting skills, excellent communication abilities, and experience in handling support teams and client relationships.

• *Key Responsibilities**

• Manage day\-to\-day software support operations and ensure timely resolution of client issues.
• Lead, guide, and monitor the software support team to maintain service quality and efficiency.
• Coordinate with development, implementation, and testing teams to resolve technical issues.
• Handle client escalations and ensure customer satisfaction.
• Monitor support tickets, track issue resolution, and maintain proper documentation.
• Identify recurring issues and coordinate with the technical team to implement permanent solutions.
• Ensure effective communication with clients regarding issue status, updates, and resolutions.
• Prepare support reports, analyze performance metrics, and monitor team productivity.
• Manage software updates, bug fixes, and client\-specific support requirements in coordination with the technical team.
• Establish and improve support processes to enhance service delivery.

• *Required Skills and Qualifications**

• Minimum 3 years of experience in software support, technical support, or a related IT role.
• Experience in handling client issues, troubleshooting, and team coordination.
• Good understanding of software applications, databases, and basic SQL queries.
• Knowledge of ERP software or business applications is an added advantage.
• Strong problem\-solving, analytical, and decision\-making skills.
• Excellent communication, interpersonal, and client\-handling skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Previous experience in team management or a supervisory role is preferred.

• *Preferred Candidate Profile**

• A degree or diploma in Computer Science, Information Technology, or a related field.
• Experience in managing software support operations in an IT company.
• Strong ownership, leadership, and customer service orientation.

Work Location: In person