Global IT Customer Support Manager

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. 

Please submit resumes in English. Strong English speaking and writing communication skills are required.

Our Technical Customer Support Team is dedicated to providing fast, reliable assistance to ensure seamless technology experiences for both internal users and external clients.

What a day in the life looks like:

• Acts as the voice of the customer within the organization, advocating for their 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

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

• Development experience

Preferred Qualifications:

• Strong knowledge of Körber Software. 

• Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)

Afterhours: On Call

#LI-Remote 
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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. 

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We believe the future is better when supply chains work better. 

This can only be achieved when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world.  

That’s why at Infios we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us.  We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression, disability, or veteran status.