Synergex has more than 45 years of experience supporting and enabling Fortune 100 companies to small businesses in a global marketplace. Synergex customers keep the world running and commerce flowing. Many are world leaders in their industries, with the help of their forward-looking IT. Every day, millions of users interact with systems built on or managed by Synergex solutions: in banking, e-commerce, global logistics, manufacturing, healthcare, hospitality, and many more industries.
Through our expert consulting services, our ever-evolving suite of comprehensive products, and our top-notch developer support, Synergex ensures every customer has the tools and support needed to take their business to the next level. This success relies on a robust application support infrastructure, providing world class application support, technical support and education to Synergex customers. We provide 24/7/365 application support, ensuring we continue to fulfill our customers’ needs – and that’s where you come in. Are you ready?

If so, we are looking for an Application Support Supervisor who will:

• Lead the Synergy application support teams, setting performance objectives and conducting quarterly reviews.
• Communicate company policies to team members.
• Manage personnel matters, including hiring, compensation, time-off requests, complaints, and terminations.
• Set and achieve annual operational goals and objective and key results (OKRs).
• Continuously review and improve team policies and procedures.
• Oversee team members’ professional development.
• Plan and ensure appropriate staff coverage during business hours and on-call support/coverage for applications during off hours and provide backup when necessary
• Implement systems and processes for best practices application support.
• Establish, track, and report on key case metrics and customer satisfaction for Application Support.
• Ensure timely resolution of urgent or critical customer issues.
• Oversee application change deployments using proper change and release management processes.
• Manage and develop educational content for internal and external resources.
• Build relationships with customers, industry experts, product owners, and technology partners.
• Identify opportunities to engage customers in adopting our technologies.
• Foster relationships with internal stakeholders, drive innovation, and be a thought leader in learning and support.
• Support sales and senior leadership by providing educational content and insights from support cases for customer discussions.
• Participate in budgeting, forecasting, and audit compliance efforts.

DOCUMENTATION AND KNOWLEDGE BASE

• Ensure the support team:
• Contribute new and maintain existing internal documentation
• Create release notes to distribute to customers
• Create QA documentation, detailing what was tested including all steps
• Create user documentation for new functionality and existing functionality

Please refer the Job description for details