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. 

We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

What a day in the life looks like:

• Acts as the voice of the customer within the organization, advocating for their support/technical needs and concerns.
• Manage team's case queue and ensure the IT Support team is properly handling cases in a timely manner
• Act as point of escalation for challenging customer technical issues that the support agents cannot resolve independently
• Manage escalations and properly report to Service Delivery Organization (SDO) leadership and managers as appropriate
• Monitor team performance, provide regular feedback, and conduct performance evaluations to ensure individual and team success.
• Continuously seeking ways to improve support processes and workflows to enhance customer satisfaction and efficiency.
• Encourage knowledge sharing among team members to increase collective expertise.
• Conducts regular team capacity checks to ensure current and future growth is planned for and outlines what is needed from documentation, enhanced process, better tool usage, and resource adjustment perspective
• Identifies risks and gaps within the support team and/or specific client accounts and reports appropriately to SDO leadership and/or manager
• Helps formulate solution and/or action plans related to operational or support related initiatives

What you bring to the team:

• 5+ years of IT Customer Support Management
• BS/BA, Computer Science, MIS, or equivalent degree
• Strong customer IT service skills and ability to multi-task
• Strong analytical, communication, and problem-solving skills
• Fluency in English

Preferred Qualifications:

• Strong knowledge of Logistics/Transportation Management Software
• Knowledge of cloud infrastructure and services (AWS, Azure, Oracle Cloud Infrastructure (OCI), Google, etc.)
• Demonstrated commitment to continuous improvement and team building
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