Support Manager

Company Overview

iSolutions specializes in simplifying digital payments and collections through an Accounts Receivable toolbox designed for Microsoft Dynamics 365 Business Central. The suite includes integrated solutions like Click to Pay, POS, Customer Portal, Collection Management, Credit Card/eCheck processing, Sales Order Deposits, Auto Reconciliation, and eCommerce tools. These offerings enhance payment experience and accelerate revenue collection while optimizing customer satisfaction.

Role Summary

The Support Manager will lead efforts to ensure customers experience smooth onboarding, expert product training, and responsive technical support, maximizing their benefit from iSolutions’ platform.

Primary Responsibilities

• Lead new client onboarding, ensuring accurate and timely completion of setup tasks.
• Coordinate with internal teams to synchronize onboarding schedules with project objectives.
• Maintain detailed onboarding records using Salesforce and Zendesk.
• Conduct live and recorded training sessions demonstrating platform functionalities and best practices.
• Develop and update training materials, including user guides, FAQs, and video tutorials, accessible via Zendesk’s knowledge base.
• Customize training content to accommodate diverse user roles and technical proficiencies.
• Handle help desk ticket resolution and escalate technical problems to engineering or product teams when necessary.
• Monitor frequently reported issues and update knowledge bases accordingly.
• Collaborate with the Client Success Manager by sharing client feedback and reporting adoption obstacles.
• Support maintenance of accurate client records within HubSpot.

Required Qualifications and Skills

• Proven experience leading customer support or service teams within SaaS, fintech, ERP, or payments sectors.
• Expertise in support operations such as case management, ticketing systems, incident escalation, and reporting.
• Strong analytical skills with a data-driven approach to decision-making and process enhancement.
• Excellent communication skills capable of conveying technical information to non-technical stakeholders and nurturing relationships.
• Familiarity with digital payment processes, accounts receivable workflows, or ERP platforms like Dynamics 365 Business Central is advantageous.
• Effective remote work capabilities with disciplined organization and time management skills, including independent and team collaboration.
• Experience in producing and managing knowledge bases, FAQs, and user documentation to promote self-service and reduce support volume.
• Bachelor’s degree or equivalent experience in Business, Information Systems, Communications, or related disciplines.