Manager Support
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What you'll do
- Acts as the voice of the customer within the organization, advocating for their support/technical needs and concerns.
- Manage team's case queue and ensure the IT Support team is properly handling cases in a timely manner
- Act as point of escalation for challenging customer technical issues that the support agents cannot resolve independently
- Manage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriate
- Monitor team performance, provide regular feedback, and conduct performance evaluations to ensure individual and team success.
- Continuously seeking ways to improve support processes and workflows to enhance customer satisfaction and efficiency.
- Encourage knowledge sharing among team members to increase collective expertise.
- Conducts regular team capacity checks to ensure current and future growth is planned for and outlines what is needed from documentation, enhanced process, better tool usage, and resource adjustment perspective
- Identifies risks and gaps within the support team and/or specific client accounts and reports appropriately to SDO leadership and/or manager
- Helps formulate solution and/or action plans related to operational or support related initiatives
What they're looking for
- 5+ years of IT Customer Support Management
- BS/BA, Computer Science, MIS, or equivalent degree
- Strong customer IT service skills and ability to multi-task
- Strong analytical, communication, and problem-solving skills
- Fluency in English
Nice to have
- Strong knowledge of Logistics/Transportation Management Software
- Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
- Demonstrated commitment to continuous improvement and team building
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
What a day in the life looks like:
- Acts as the voice of the customer within the organization, advocating for their support/technical needs and concerns.
- Manage team's case queue and ensure the IT Support team is properly handling cases in a timely manner
- Act as point of escalation for challenging customer technical issues that the support agents cannot resolve independently
- Manage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriate
- Monitor team performance, provide regular feedback, and conduct performance evaluations to ensure individual and team success.
- Continuously seeking ways to improve support processes and workflows to enhance customer satisfaction and efficiency.
- Encourage knowledge sharing among team members to increase collective expertise.
- Conducts regular team capacity checks to ensure current and future growth is planned for and outlines what is needed from documentation, enhanced process, better tool usage, and resource adjustment perspective
- Identifies risks and gaps within the support team and/or specific client accounts and reports appropriately to SDO leadership and/or manager
- Helps formulate solution and/or action plans related to operational or support related initiatives
What you bring to the team:
- 5+ years of IT Customer Support Management
- BS/BA, Computer Science, MIS, or equivalent degree
- Strong customer IT service skills and ability to multi-task
- Strong analytical, communication, and problem-solving skills
- Fluency in English
Preferred Qualifications:
- Strong knowledge of Logistics/Transportation Management Software
- Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
- Demonstrated commitment to continuous improvement and team building
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at jobs@infios.com
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.
Company
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