Chris Moore
Experienced Rental Professional & Entrepreneur| Leading Software Support for Business Solutions
- Role
- Asst Software Support Manager at Point of Rental Software
- Location
- Tampa, FL, US
- LinkedIn followers
- 500 followers
Experience
Asst Software Support Manager
Nov 2022 — Present
Managing a team of 11 direct reports.Help with the recruitment, onboarding, and training of new support team members.Contribute to performance evaluations and provide feedback to team members.Assist in scheduling and ensuring adequate coverage for support channels.Lead team meetings to discuss current issues/achievements, or changes to our day to day.Act as an escalation point for complex customer support issues.Assist in developing, implementing, and maintaining support strategies, policies, and procedures.Monitor and analyze support metrics (e.g, response time, resolution time, customer satisfaction) to identify areas for improvement.Help ensure adherence to Service Level Agreements (SLAs) and maintain high customer satisfaction.Contribute to the development and maintenance of a knowledge base, FAQs, and support documentation.Work closely with the support team to ensure timely and effective resolution of customer issues.Potentially handle a queue of support requests, providing direct assistance to customers.Strive to understand customer needs and provide solutions that maximize their success with Point of Rental software.
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