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Role Description
This role involves ensuring a smooth transition of customers from implementation teams into support.
- Assist in managing customer transitions from implementation to support, ensuring all documentation and technical requirements are met.
- Support the documentation of processes, best practices, and operational improvements.
- Collect and analyze support metrics to identify trends and areas for improvement.
- Assist in unit testing changes to the support case management tool (ServiceNow).
- Generate software licenses as needed to support the team.
- Collaborate with cross-functional teams to enhance overall support processes.
- Participate in special projects related to support operations and efficiency.
- Generate clear and concise documents, including reports and procedural guides (knowledge articles).
Qualifications
- Strong attention to detail and organizational skills.
- Ability to prioritize and manage multiple tasks efficiently.
- Proficient in basic computer applications and a willingness to learn industry-specific software/tools.
- Excellent listening, oral, and written communication skills with strong interpersonal skills.
- Possess strong sense of teamwork, integrity, and positive attitude.
- Proactive attitude and a willingness to learn and grow in the role.
- Fluency in English.
Requirements
- Supply Chain and Distribution Industry knowledge and experience (preferred).
- Experience in Windows OS, VPN, and Remote Desktop (preferred).
- Prior experience with ServiceNow, NetSuite, or other industry standard ticketing system (preferred).
- Basic knowledge of software testing concepts (preferred).
- Understanding of customer support processes and best practices (preferred).
- Experience analyzing data to find trends and insights (preferred).
Benefits
- At Infios, we’re not just looking for employees; we’re looking for partners in innovation, growth, and purpose.
- We meet you on your journey, equipping you with the tools and opportunities to build the future you envision.
- We are an equal-opportunity employer and committed to inclusion in the workplace.
- We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued.
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