General Support Manager
Current- Manage the General Support Team and assist with all aspects of the [ftwilliam.com](http://ftwilliam.com/) portal, including 5500s, 1099s, ACA, IRS Forms, software modules, and general inquiries about the [ftwilliam.com](http://ftwilliam.com/) software.- Oversee daily operations of the designated support team- Ensure adherence to internally defined support Service Level Agreements (SLAs)- Assist in promotion and disciplinary processes for the support team- Provide leadership and mentorship to General Support Team members- Collaborate with the Support Manager to lead the annual performance review process- Lead the recruitment process, identifying potential candidates and guiding them from initial interviews through onboarding.- Train new hires and provide cross-training for current employees- Manage PTO/scheduling for the corresponding support team- Contribute to sales prospect calls as requested- Provide technical support to customers regarding product-related inquiries via phone and email- Maintain and update both internal and external documentation and product support resources- Collaborate with product owners to identify areas for product improvement and potential expansion
