What are the responsibilities and job description for the Team Lead, Support Operations position at Infor?
General information
Country
United States
State
Georgia
City
Alpharetta
Job ID
46305
Department
SaaS
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
On-site
Description & Requirements
Infor is seeking a Support Operations Team Lead to lead Product Support Analysts supporting Department of Defense (DoD) customers utilizing Infor’s Hospitality Management Solution (HMS). This role is responsible for overseeing the day-to-day activities and KPI’s of the Product Support team. The Support Operations Team Lead will work closely with management, keeping them informed of schedules, priorities, or team challenges.
A Day in The Life Typically Includes:
- Supervise and/or coordinates activities for a team of Support Analysts to ensure attainment of productivity and quality standards.
- Establish and organize work schedules including vacations and holidays to ensure adequate coverage.
- Monitor call and chat volume for team and help balance analyst’s workload.
- Monitor backlog and resolution time of issues to ensure adherence and compliance with Global Support Procedures.
- Provide input/recommendations on performance reviews, hiring decisions, discipline, training and development initiatives.
- Act as backup to the Manager of Support Operations as required.
- Assist Product Support Analysts with resolution of the most complex customer questions or problems in the areas of system configurations/setup, product functionality and bugs/enhancements. Responsible for meeting established customer satisfactions ratings and other KPIs.
Basic Qualifications:
- Experience managing, mentoring, and coaching a team.
- Experience with customer service practices and procedures.
- Experience working in product support.
- Experience with software applications used for testing, troubleshooting, call logging, etc.
- Ability to work weekends and holidays as needed. US Citizenship is required due to US Government contract requirements.
Preferred Qualifications:
- Degree in business, accounting, or related preferred.
- Hospitality industry knowledge a plus.
- Experience managing a product support or technical support team. Experience using SQL.
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career. you’re helping to build what’s next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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