Sr. Manager, Support Operations

Infor Nashua , NH 03060

Posted 3 months ago

Position Title: Sr. Manager, Support Operations

Location: Nashua, NH

JOB SUMMARY:

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.

JOB RESPONSIBILITIES:

  • 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.

REQUIRED SKILLS:

  • 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.

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Sr. Manager, Support Operations

Infor