A dynamic and results-oriented manager with a track record of delivering exceptional customer support and driving excellence for software products.Key Responsibilities:• Lead a software support team, delivering exceptional customer service and technical troubleshooting for three software products using Zendesk.• Implement and refine support processes, driving improvements in efficiency and effectiveness while enhancing overall product performance.• Collaborate closely with cross-functional teams to address user feedback and support product enhancements using JIRA.• Assist technical teams in analyzing software performance metrics to identify trends using Excel, Grafana, AWS, and Kibana tools.• Develop strategies and drive continuous improvement in support operations.• Lead product training and development initiatives, fostering a customer-centric culture and equipping staff with the skills needed to exceed.• Ensure that support documentation, knowledge base articles, and training materials are up-to-date and accessible to internal and external users.