Position Title: Sr. Manager, Support Operations
Location: Nashua, NH
This position will be responsible for leading our 24*7 technical support team to provide excellent customer service and resolve all technical issues. The candidate should have a solid technical background combined with customer service experience at the management level.
Manage the help desk team and evaluate performance.
Ensure customer support is timely and accurate on a daily basis.
Recruit and train help desk technicians.
Set specific customer service standards and establish best practices throughout the entire process.
Improve customer support by responding to customer queries and complaints.
Follow up with customers to identify areas of improvement.
Develop daily, weekly, and monthly reports on help desk team's productivity.
Provide customer feedback to the appropriate internal teams.
BS degree in Computer Science, Information Technology, or relevant field
5 to 10 years proven customer service experience at the manager or director level
Excellent PC skills, working knowledge of Microsoft Office
Experience navigating Microsoft Windows and web based applications
Effective oral and written communication
PREFERRED SKILLS & KNOWLEDGE:
Restaurant/Service Industry experience
Familiarity with computer Point of Sale technology
The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender / transgender identity or expression, sexual orientation, sexual stereotype, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state or municipality in which you work.
In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation to apply for a currently open position with Infor, please call (678) 319-8000 or email us at ADAAA@infor.com.