Lead Industry Support Manager
CurrentSupport Analyst Role- Provide comprehensive support to clients, addressing both IT technical inquiries and industry-related concerns- Serve as the Hosted Technical Administrator for SoftPro users- Handle live inbound calls, delivering superior case ownership, support, and customer serviceLead Management Role- Lead Daily/Weekly Stand-Up meetings and oversee a team of roughly 25 Support Representatives- Monitor multiple department queues under Dynamics CRM, assisting in high-level escalation requests- Collaborate closely with other departments on large-scale organizational issues, roadmap project rollouts, and cross-functional initiatives- Conduct interviews, collaborating decisions for new hires, and their onboarding training processes- Facilitate meetings surrounding department productivity, KPIs, Queue management, and Project Management- CRUD: Manage internal SharePoint site. Ensuring accuracy within SOP documentation, knowledge base, and referenced team resources across the Agency Support Department.
