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Form of workKBX is seeking a Product Support Team Lead to join our team. A successful candidate will be a member of the KBX Technical Support team, supporting a suite of software products. This individual will be expected to build and foster effective relationships with Product Teams and Customer Success teams for product knowledge and technical documentation. Solid communication, troubleshooting skills, understanding of Cloud technologies, and relationship management skills will be key to your success in this role.
Our Team
The KBX Technical Support Team is a group of highly skilled and experienced professionals dedicated to providing exceptional technical support to our employees and customers. Our team members are experts in troubleshooting and resolving technical issues related to KBX products and services.
What You Will Do
- Supervise, coach, mentor and develop a group of Product Support Specialists and Systems Coordinators
- Manage shift schedules for the team, including any vacations.
- Identify any gaps, improvement opportunities, and training opportunities for the team
- Engage with product teams on their Sprint/Release reviews to understand and communicate the changes in our products
- Monitor and manage group and team performance to ensure that we are meeting service level agreements
- Be responsible for tracking and improving the Customer Support KPIs defined by the Support Manager
- Focus on metrics to address repeating issues through knowledge gaps or technical enhancements
- Be available for on-call rotation support for after-hours
Who You Are (Basic Qualifications)
- Experience in a leadership role leading and supporting a technical team.
- Experience building, developing, and retaining talent individually and organizationally
- Experience improving current processes by identifying opportunities and executing on them.
- Experience aligning team objects to building strategies and initiatives.
What Will Put You Ahead
- Experience using Datadog monitoring and reporting
- Experience writing and documenting best practices in Knowledge Systems
- Experience in creating and implementing technical training and development programs
- Experience with SQL and database concepts
- Experience supporting Micro Services architecture
- Experience working in the transportation/logistics industry
- Experience with transportation products (i.e. OTM, Mercurygate etc.)
For this role, we anticipate paying $65,000 - $75,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here .
Who We Are
As a Koch company, KBX provides the global transportation, logistics and technology solutions that help our customers deliver life's essentials to people all over the world. We develop and deploy cutting-edge technologies to deliver better solutions for increasingly complex supply chains. Our team of tenacious problem-solvers are driven to create real, long-term value for our customers.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf
