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 tea

- m:5+ years of it customer support manageme
- ntbs/ba, computer science, mis, or equivalent degr
- eestrong customer it service skills and ability to multi-ta
- skstrong analytical, communication, and problem-solving skil
- lsfluency in engli

sh
preferred qualificatio

- ns:strong knowledge of logistics/transportation management softw
- areknowledge of cloud infrastructure and services (aws, azure, oracle cloud infrastructure (oci), google, et
- c.)demonstrated commitment to continuous improvement and team build

ing

📌 It customer solutions team leader - bilingual (Xico)
🏢 Infios
📍 Xico