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Infios

Support Manager

Infios

. Act as the voice of the customer within the organization, advocating for support and technical needs .

Posted 9/18/2026full-timeRemote • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Customer Support Management with a focus on enhancing customer satisfaction through effective case management, team performance monitoring, and process improvement. Proficient in logistics and transportation management software, as well as cloud infrastructure services including AWS and Azure.

Highest-signal resume keywords
IT Customer Support ManagementLogistics/Transportation Management SoftwareCloud Infrastructure (AWS, Azure, OCI, Google)Analytical SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Case ManagementPerformance EvaluationProcess ImprovementRisk IdentificationSolution Formulation
Soft Skills
Customer Service SkillsMulti-taskingProblem-solvingTeam BuildingKnowledge Sharing
Tools & Technologies
AWSAzureOracle Cloud InfrastructureGoogle Cloud
Industry Keywords
IT SupportCustomer AdvocacyService DeliveryContinuous Improvement

Tech Stack

Tools & technologies
AWSAzureCloudOracle

About the role

Key responsibilities & impact
  • Act as the voice of the customer within the organization, advocating for support and technical needs
  • Manage the team's case queue and ensure timely handling of cases
  • Escalate challenging customer technical issues that support agents cannot resolve independently
  • Manage escalations and report appropriately to Service Delivery Organization leadership and managers
  • Monitor team performance, provide regular feedback, and conduct performance evaluations
  • Improve support processes and workflows to enhance customer satisfaction and efficiency
  • Encourage knowledge sharing among team members
  • Conduct regular team capacity checks and plan for current and future growth
  • Identify risks and gaps within the support team and client accounts and report them appropriately
  • Help formulate solutions and action plans for operational and support initiatives

Requirements

What you’ll need
  • 5+ years of IT Customer Support Management
  • BS/BA in 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: Strong knowledge of Logistics/Transportation Management Software
  • Preferred: Knowledge of cloud infrastructure and services, including AWS, Azure, Oracle Cloud Infrastructure (OCI), and Google
  • Preferred: Demonstrated commitment to continuous improvement and team building

Benefits

Comp & perks
  • Equal-opportunity employer committed to inclusion in the workplace
  • Reasonable accommodations may be made for individuals with disabilities during the recruiting process