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Support Leadership & Team Development:
- Lead, coach, mentor, and develop support leads and professionals across multiple product lines.
- Foster a collaborative, accountable, and customer-centric team culture with clear performance expectations.
- Conduct performance reviews, provide ongoing coaching, and support recruiting and training.
Hands-On ERP Support & Escalation Management:
- Serve as a leadership escalation point for complex customer issues and high-priority situations.
- Jump into escalations by reviewing ticket details, joining customer conversations, and guiding troubleshooting.
- Help determine root causes related to configuration, user process, accounting workflow, or product defects.
Support Operations & Process Improvement:
- Oversee day-to-day support operations, ticket queues, workloads, and service levels.
- Identify and implement process improvements to reduce response and resolution times.
- Perform root cause analysis on recurring issues and improve support workflows and procedures.
Sylogist
Sylogist provides SaaS-based software solutions to the non-profit, government, and education sectors. The company is collaborative and enthusiastic, supporting over 2000 customers worldwide.