Manager Support
Core
Manage IT support team operations, act as the voice of the customer, and handle technical escalations for supply chain software clients.
Role type
Manager, IT Customer Support
Builds
IT support services and customer satisfaction for supply chain software clients
Domain
Supply chain software / IT Service Management
Deliverable
client delivery
Required skills
IT Customer Support Management, team performance management, technical escalation handling, process improvement, risk identification, solution planning
Preferred skills
Logistics/Transportation Management Software knowledge, cloud infrastructure knowledge (AWS, Azure, OCI, Google)
Responsibilities
Manage team's case queue and ensure timely handling of support cases; Act as point of escalation for challenging customer technical issues; Monitor team performance and conduct evaluations; Improve support processes and workflows; Encourage knowledge sharing; Conduct team capacity checks; Identify risks and gaps within the support team or client accounts; Formulate action plans for operational initiatives
