• Conducts feasibility studies and assists in determining best possible technical solutions. • Identify business process/situations that could be improved with ERP or peripheral solutions. • Troubleshoot, analyse and fix performance related issues, also further develop overall Performance Benchmarking tools and tuning. • Design and develop high-class automated health-monitoring and alerting tools, for the full end-to-end stack of applications. • Ensure compliance with Failover and Disaster Recovery. • Technical Implementation, Administration & Support of various Infor Peripheral systems such as Infor OS, LN UI, ION, Infor Warehouse Mobility (IWM), XM, EAM and PLM; as well as various integrated non-Infor systems and interfaces. • SLA compliance Operations experience, process and procedure driven.

• Lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale. • Design and build a 24/7 technical support operation. • Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication. • Own hiring, onboarding, performance management, and career development for team members in multiple regions. • Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy. • Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior. • Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions. • Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews. • Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained. • Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed. • Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams. • Define and improve global support workflows, escalation paths, and coverage models. • Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence. • Use data and trend analysis to identify systemic issues and prioritize operational improvements.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Are you a Customer Support superstar? As a Subject Matter Expert (SME), you are integral to delivering an exceptional Customer Experience while serving as a point of stability and leadership for the team. You will set integrity examples to show what it takes to be selected and promoted within the campaign. In this role, you will balance high-level production with administrative leadership, providing product support by resolving complex issues and mentoring team members to enhance the team's overall capability. You demonstrate key characteristics such as responsibility, reliability, deep technical expertise, and a positive attitude. Your contribution is limitless and certainly not confined to this job description. - Escalation Management: Own and resolve complex or sensitive escalations independently via phone, email, and chat, coordinating with Eng/Product teams when necessary. - Production Excellence: Deliver exceptional, empathetic support while consistently meeting key performance metrics, including CSAT, AHT, and Quality. - Mentorship & Coaching: Actively lead pairing sessions and provide quality feedback to associates to enhance their output and professional development. - Knowledge & Training: Use findings from escalations to improve existing procedures, collaborate on training materials, and contribute data to the internal knowledge base. - Operational Insights: Analyze trends and recurring customer issues to produce insight reports or presentations aimed at improving operations and internal processes. - Technical Advocacy: Proactively escalate website hiccups or glitches to the e-commerce team, collecting all necessary data to improve the online customer experience. - SLA Monitoring: Responsible for monitoring weekly SLAs and ensuring associates follow them according to partner standards and needs. - Team Support: Respond to Specialist questions throughout Google Chat spaces and ensure the team remains busy and focused on common goals. - Retention & Value: Apply great retention techniques by understanding a customer's specific value to the business. Qualifications - 3+ years of experience in the Customer Service Field (BPO). - Deep technical expertise with hardware/software troubleshooting and hands-on experience with Zendesk, Assembled, and Admin tools. - Advanced (C2) English level, both written and spoken, with the ability to explain complex topics clearly. - A strong team player who takes ownership, works independently, and can navigate high-volume days with resilience. - Great problem-solving aptitude with the ability to implement process improvements and drive innovation. - Ability to multitask and prioritize effectively in a fast-paced environment with minimal supervision. Benefits - Be part of a people-first, values-driven organization. - Work with innovative global partners and diverse teams. - (US Only) Remote working arrangements. - Hybrid working arrangements. - Competitive base salary. - Generous paid time off. - Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees. - (US only) Competitive retirement benefits. - Access to free posture-based fitness workouts from home. - Training and professional development opportunities. Company Description Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together. Welcome to Crescendo. Welcome to what’s next.

• Translate business requirements into clear technical specifications, user stories, and acceptance criteria • Develop process maps that document data inputs, outputs, integrations, and key decision points. • Analyze data flows and system integrations across enterprise SaaS solutions. • Facilitate prioritization discussions between stakeholders and engineering teams and manage work intake processes. • Partner with engineering teams in an agile environment to ensure solutions align with business objectives. • Evaluate AI/ML use cases, assess model outputs, and document POC findings and feasibility assessments.