Team Lead Support

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. 

The Global Customer Support Team Lead is a leadership position within the Infios Global Customer Support department (GCS).  This position will report to the Manager, Support. The position onboards, trains, and mentors the services/support staff in the pursuit of delivering technical support for the various Warehouse Management System products at Infios.

What a day in the life looks like:

• Oversee and execute the day-to-day performance of the Support team ensuring onboarding, training, and mentoring goals are met.

• Responsible for technical execution of the associated team members. Including case hygiene, SLA compliance, re-open rate, and process and policy compliance.

• Ensure the team meets or exceeds defined customer service satisfaction scores and meets SLAs for initial response and issue resolution.

• Ensure the team maintains clear, concise communication with customers and internal teams. Accurately document all relevant information in the ticketing system.

• Collaborate seamlessly with internal teams, external partners, and vendors. Proactively escalate tickets when necessary to ensure timely resolution.

• Conduct employee reviews, two-weekers and lead daily huddles.

• Ensure that the Support team is trained, educated, and follows best practices.

• Availability for escalation assistance for the 24/7 coverage team

• Ensure that the Körber brand is being delivered to our customers consistently.

• Support the operation and continuous improvement of the monitoring of our cloud solutions

• Curate various types of documentation for continuous improvement for technical teams

 
What you bring to the team:

• BS/BA, Computer Science, MIS, or equivalent degree

• 5+ years’ technical customer support experience

• 2+ years’ technical team lead experience

• Intermediate to Advanced Microsoft SQL Server and/or Oracle DB programming experience

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

• Strong customer service skills and ability to multi-task

• Strong analytical, communication, and problem-solving skills

• Ability to prioritize tasks and self-manage

• Fluency in English

• Strong knowledge of Körber Software.

• Warehouse Management Systems (WMS) expertise in RedPrairie (JDA), Manhattan Associates, SAP- WM, Oracle-WM, Accellos, Infor, etc.

• Supply Chain and Distribution Industry knowledge and experience.

• Experience with computer programming and basic understanding of computer programming languages recommended

• Networking, systems, security, and procedures

• Previous experience leading technical teams
  
   

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.