As Infor COM Product Support Team Lead you will be responsible for the operational stability of the COM Support team. You will be the go-to person for anything related to the daily operation of COM Product Support. You will work closely with the Product Support Manager as well as development Management. You will also supervise directly Products Support team members in Germany and Poland.
Internal Communication:
Infor COM Product Support team members, Global and Regional Support Management, Development Management, Development team members, Infor Services
External Communication:
Clients of Infor COM, 3rd parties and partners
Experience:
• Several years of experience as COM Product Support
• Several years of experience with support processes
• Several years of experience within customer service and in projects with customers
• Proven coordination of multiple team members to reach a common goal
Skills:
• Great communication and organisational skills
• Great customer service
• Problem-solving, reasoning, and analytical skills
• Coordination of multiple teams/team members to reach a common goal
• Flexible and adaptable to multi-cultural environment, diplomatic
• Good written and verbal English skills
Main Responsibilities
• Supervises and/or coordinates activities for a team of Support Analysts to ensure attainment of productivity
and quality standards.
• Establishes and organizes work schedules including vacations and holidays to ensure adequate coverage.
• Monitors call volume and call response time balancing Analyst’s workload.
• Monitors backlog and resolution time of issues to ensure adherence and compliance with Global Support
Procedures.
• Monitors CRM system for open items, escalating cases as needed.
• Provides input/recommendations on performance reviews, hiring decisions, discipline, training and
development initiatives.
• Acts as backup to the Manager, Support Operations as required.
• Assists staff with resolution of the most complex customer questions or problems in the areas of system
configurations/setup, product functionality and bugs/enhancements.
• In some cases, participates on a regular basis to monitor, own and resolve a portion of the team’s incoming
support incidents.
• May carryout regular case review with customers due to backlog, etc.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Foster teamwork and collaboration across all teams.
• Responsible for meeting established customer satisfactions ratings and other KPIs.
• Identify possible improvements related to work processes and tools.
• Provides continual communication and coordination of activities with other departments to ensure effective
customer support.
• Prepares, maintains and submits various reports to management according to deadlines.
• Identifies areas and makes recommendations on streamlining and improving processes and operations.
• Provides accurate accounting of work and time allocation.
• Continuously strives to develop excellent rapport with team members as well as others outside the team.
To Apply
• Please send your CV/Resume to hanna.stachowska@infor.com, putting Product Support Team Lead in the
subject heading.
Please find further information here: http://www.infor.com/
