Infor

The Team Lead, Support Operations supervise a team providing application and technical support to customers, answering complex questions on function and usage of the LN and M3 Cloud suite products via the telephone and/or remote connections. In addition to personally supporting customers on reported issues. The role is expected to be 50% team management and 50% product support.

·        Provides direction, supervision, coaching, training, and leadership to team to ensure operational effectiveness and continuous development of staff.

·        Ensure staff meets/exceeds defined measurements, customer satisfaction and objectives (KPIs) with regard to responsiveness, incident closures, incident backlog, knowledge base content and resolution.

·        Monitors call volume and call response time balancing analyst’s workload.

·        Ensure that the goals and objectives of the team are achieved with maximum efficiency in support of the company strategic plan and global support and quality procedural standards. 

·        Promotes and maintains a high quality, professional, service-oriented company image among customers.

·        Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution.

·        Establishes and organizes work schedules including vacations and holidays to ensure adequate coverage.

·        Provides input/recommendations on performance reviews, hiring decisions, discipline, training, staff recognition and development initiatives.

·        Acts as backup to the Manager, Support Operations as required.

·        In addition to developing skills on the application software and providing application support to customer reported Issues.

Basic Qualifications:

• Requires 3 years basic business/industry experience or more. We are interested in applicants who understand how business operates and about critical business functions.
• Excellent customer focus and communication skills.
• Demonstrable analytical and problem-solving skills.
• Experience supervising/leading teams or mentoring other team members to achieve performance and growth of the team.
•  Knowledge of ERP systems.
• Interest and aptitude for technology.

What Will Put You Ahead?

Preferred Qualifications:

• Knowledge of Distribution or Manufacturing Industries preferred.
• Bonus point for French language or other European language.
• Bachelor's degree in business or computer science or has experience in functional area.