Software Support Manager jobs in Abilene, TX

As a Tier 3 Support Technician you will:

• Ensures customer success and satisfaction in a friendly and courteous manner.
• Answering inbound calls from customers.
• Making outbound calls to customers.
• Leading and running an implementation of software products after initial implementation.
• Use CRM software to track customer cases and tickets until resolution.
• Maintains customer records by updating account information.
• Maintains product knowledge to improve performance and skill set.
• Meets or exceeds established performance requirements.
• Engages in customer success and customer advocacy.
• Assisting fellow team members and other departments.
• Contributes to team effort by ensuring the highest possible level of customer satisfaction.
• Ability to diffuse escalated customer situations through high-level problem-solving.
• Ability to comprehend and diagnose customers’ needs.
• Having a better understanding of commonly used modules and features.
• Ability to provide Dedicated Support Services.
• Eligible for Chat and Email Support.
• Handles Outbound Escalations.
• Has a high knowledge of TCP Software, including integrations, adapters, and other enterprise-related solutions.
• Ability to work independently and follow directions related to your job with little follow-up by your supervisor.
• Eligible to provide internal training for the department.
• Other duties as assigned.

You are a strong fit for this role if you have:

• High school diploma or equivalent required.
• Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required.
• Strong customer service and support focus with a desire to consistently deliver high-quality service.
• Strong oral and written communication skills.
• Ability to work in a fast-paced environment and multi-task.
• Excellent judgment skills with the ability to evaluate situations and provide immediate solutions.
• A high level of TCP Software product knowledge is preferred but not required.
• Completed and passed Product and Positional Training.

Benefits:

• Competitive salary
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays
• 8 hours to volunteer and impact the community
• Comprehensive benefits (Health/Dental/Vision/ 401K)
• The work/life set up you need to be successful.