Support Manager

As a Support Manager, you will play a key role in ensuring clients have a smooth and successful experience with iSolutions. You’ll lead onboarding sessions, deliver product training, and provide responsive support to help clients maximize the value of their investment.

Client Onboarding

• Guide new clients through the onboarding process, ensuring all setup steps are completed accurately and efficiently.
• Collaborate with internal teams to align onboarding timelines with project goals.
• Document onboarding activities within salesforce and Zendesk.

Training & Enablement

• Deliver live and recorded training sessions on platform features and best practices
• Create and maintain training resources such as guides, FAQs, and video tutorials. Store on Zendesk knowledge base for client access.
• Tailor training content to different user roles and technical skill levels.

Support & Troubleshooting

• Respond to help desk tickets.
• Escalate technical issues to engineering or product teams when needed.
• Track recurring issues and contribute to knowledge base updates.

Client Success Collaboration

• Share client feedback and adoption challenges with the Client Success Manager.
• Assist in maintaining accurate records in Hubspot

Preferred Qualifications

• Experience supporting B2B SaaS products, preferably in payments, ERP, or accounting software

• Familiarity with Dynamics 365 Business Central or other ERP systems

• Hands-on experience using Zendesk for ticketing and knowledge base management

• Strong background in customer onboarding, training, or enablement, including live and recorded sessions

• Ability to explain technical or financial concepts clearly to both technical and non-technical users

• Experience creating support documentation such as how-to guides, FAQs, and training videos