A-dec is looking for a Software Support Specialist Lead to lead a team providing advanced technical support for their software products, ensuring efficient operations and customer satisfaction.
Requirements
- Expert understanding of network technologies, protocols (HTTP/S, MQTT), RESTful APIs, and tools (Bruno, Postman) for diagnosing connectivity issues between web & mobile applications and cloud-based services.
- Expertise with the iOS and Android platforms and an understanding of how they differ in functionality and user experience.
- Expert knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings.
- Highly proficient with common operating systems such as Linux, macOS, and Windows.
- Proficient in utilizing available resources to resolve issues.
- Familiarity with CRM systems, ticketing platforms, and remote support tools.
- Experience supporting SaaS platforms or cloud-based applications.
Responsibilities
- Serves as the main point of escalation for complex and high-priority software support incidents, providing guidance and expertise to resolve them.
- Support registration and white glove onboarding for new software users.
- Develops and implements strategies to improve the efficiency of software support operations, such as response times and customer satisfaction metrics.
- Leads demo support for sales and training teams.
- Leads new release support activities including training of internal teams, testing & awareness, and sales communication.
- Acts as a liaison between product teams and customers to ensure feedback is captured and acted upon.
- Maintains and updates Knowledge Base content, decision trees, and error‑message guides; ensure accuracy before and after software releases.
Other
- Leads, mentors, and trains a team of SSS, fostering a high-performance, customer-focused culture.
- Exhibits advanced verbal and written communication skills to effectively interact with customers, team members, and leadership; ability to explain technical concepts to non‑technical users.
- Expert analytical and problem‑solving skills with attention to detail.
- Collaborative team player with a positive attitude.
- Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
