Right Stuff Software

Company Description:

Right Stuff Software delivers customized timekeeping and scheduling solutions tailored to the unique operational needs of local government agencies.

Job Posting:

Right Stuff Software is seeking an on-site Local Government Software Support Manager to provide high-quality product support, customer training, and relationship management for our software solutions. This role serves as a key point of contact for customers and requires strong communication skills, critical thinking, attention to detail, and the ability to manage multiple priorities. The ideal candidate will develop a deep understanding of our proprietary timekeeping and scheduling software and act as a liaison between customers and internal development teams.

Summary of Duties:

• Support Queue Management

Oversee and manage the customer support queue for both existing customers and new implementations. Responsibilities include reviewing and prioritizing support tickets, diagnosing issues, recommending solutions, and escalating matters as appropriate.

• Tier 1 & 2 Customer Support

Provide front-line assistance by answering calls and managing tickets from the support queue; assess customer needs, troubleshoot issues, recommend solutions, and escalate when necessary.

• Customer–Development Liaison

Serve as the technical bridge between customers and the development team. Analyze customer scenarios, troubleshoot complex issues, and clearly communicate requirements, findings, and resolutions.

• Customer Training

Develop and maintain training materials and conduct customer-specific training sessions for new and existing users, tailored to each customer’s system configuration and operational needs.

• Customer Relationship Management

Build and maintain strong customer relationships. Conduct feasibility and gap analyses, scope projects, collaborate with project management to prioritize deliverables, and negotiate product functionality to ensure customer satisfaction. Design and recommend technical solutions to meet customer requirements when needed.

• Software Testing

Participate in integration testing, user acceptance testing (UAT), and functionality testing to ensure product quality, reliability, and performance.

• Office Administration

Perform general administrative duties, including answering phone calls and supporting daily office operations as needed.

Skills/Qualifications:

• Knowledge of local government payroll and HR regulations
• Excellent critical thinking and problem-solving abilities
• Strong written and verbal communication skills
• Proficiency in Microsoft Office applications
• Ability to plan, organize, and meet deadlines effectively
• High attention to detail
• Accountable, self-motivated, and results-driven

Education: Bachelor’s degree or equivalent work experience

Requirements: All levels of experience will be considered. Permanent U.S. work rights are required. Position is subject to a background check and drug testing.

Right Stuff Software is an Equal Opportunity Employer.

No agencies please.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person