Application Support Supervisor

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. 

General Application Support 

• Provide client support and technical /application issue resolution for supported applications via phone, video calls, ticketing system and email. 

• Troubleshoot, reproduce and diagnose supported application problems, identifying root causes and implementing effective solutions 

• Apply application updates when new release is ready and pre discussed with customer 

• Maintain a customer service-oriented approach with a focus on user satisfaction 

• Gather information effectively when details are unclear or insufficient 

• Demonstrate patience, adaptability, and resourcefulness in all interactions with internal and external stakeholders 

• Maintain strong organizational skills, attention to detail, and follow-up skills 

• Take initiative in learning new applications and business domains to expand professional knowledge 

• Perform quality assurance (QA)on documented bugs and new functionality.  

• Occasionally travel to provide onsite software support as required 

Issue Management 

• Create, update and prioritize cases within the case management system, ensuring timely resolution 

• Monitor case management system, email and phones throughout shift 

• Ensure team responds to new cases in a timely manner 

• Identify and escalate cases requiring a higher level of support 

• Ensure team documents detailed troubleshooting steps and resolutions on cases for future reference 

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 

The Need-To-Haves: 

• 3-5 years’ experience in customer support (software industry preferred). 

• 2+ years’ management experience (software industry preferred). 

• Experience in the hospitality industry preferred. 

• Proven writing skills and excellent command of the English language.  

• Eloquent and engaging speaking skills; must be comfortable speaking in front of people. 

• Basic knowledge of business, applications and software development. 

• Ability to translate complex technical topics into concepts and content that customers understand. 

• Initiative and a proven ability to work both independently as well as with a team. 

The Nice-To-Haves: 

• Bachelor's degree in business, communications, computer science/engineering, or related field. 

• Working knowledge of filming videos and various video recording equipment and software applications. 

• Experience with Microsoft Office 365, Salesforce, RCC (Timeshare Software). 

• 1-3 years’ experience creating educational content (software industry preferred). 

What Makes Synergex Awesome? 

• Hybrid work environment 

• A positive, vibrant culture that celebrates initiative and promotes creativity and autonomy 

• Support for continuing education and professional development 

• Access to employer-sponsored wellness programs 

• A comprehensive benefits package including: 

• Comprehensive health plan that includes medical, dental, and vision insurance 

• Employer-matched 401K 

• 13 paid holidays 

• 15 vacation days (to start) 
• The salary range for this position is $65,000 - $95,000.
• Synergex International is an equal opportunity employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law. We are committed to providing a work environment that promotes diversity, inclusion, and respect for all employees.