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Ontario, Oregon, Canada Equifax, Inc. Full timeWe are seeking a Technical Product Support Manager to oversee our technical services customer care team. This team primarily supports our Affordable Care Act (ACA) product. The Manager is responsible for coaching, resolving issues and serving as a link between the team and upper management. The ideal candidate will be able to help guide and train employees....
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Technical Product Support Manager
2 months ago
Ontario, Oregon, Canada Equifax, Inc. Full timeAbout the RoleWe are seeking a highly skilled Technical Product Support Manager to oversee our technical services customer care team at Equifax, Inc. This team primarily supports our Affordable Care Act (ACA) product.Key ResponsibilitiesLeadership and Guidance: Provide direction and coaching to team members, setting goals and monitoring progress to increase...
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Product Technical Support Manager
2 months ago
We are seeking a highly skilled Technical Product Support Manager to lead our technical services customer care team. This team primarily supports our Affordable Care Act (ACA) product. The Manager will be responsible for coaching, resolving issues, and serving as a link between the team and upper management. The ideal candidate will be able to help guide and train employees, ensuring they are well-versed in processes and results-driven.
Key Responsibilities- Leadership and Guidance: Provide direction and coaching to direct reports, setting goals and monitoring progress to increase employee engagement and productivity.
- Operational Management: Identify and resolve day-to-day operational and technical management issues, such as scheduling, workload balancing, and acting as an escalation point for customer issues.
- Metrics and Process Improvement: Drive metrics reporting and make decisions to improve processes and overall services provided to clients.
- Client Satisfaction: Take primary responsibility for client satisfaction with service delivery, ensuring quality standards are maintained.
- Cross-Functional Collaboration: Work with other departments to resolve issues and engage colleagues, partners, and clients with a collaborative style and consultative approach.
- Employee Development: Participate in hiring and training of new employees.
- Compliance and Performance Management: Ensure adherence to legal and company policies and procedures, and participate in performance discussions as necessary with employees.
- Leadership Experience: 2 years of experience in a leadership role with demonstrated ability to lead by example via focused productivity, thoughtful prioritization, and deliberate communication.
- Conflict Resolution: A minimum of 6 months of strong conflict resolution skills and ability to deal with escalating and de-escalating issues as appropriate.
- Relationship-Building: Proven leadership and relationship-building skills, with the ability to interact effectively with all levels of internal and external customers, colleagues, partners, and vendors for at least 6 months.
- Education: BSc/BA in management or relevant discipline will be considered an advantage.
- Supervisory Experience: Supervisory experience is preferred.
- Technical Knowledge: Working knowledge of technical support practices and principles.
- Computer Science Background: BSc/BA in computer science or 2 years related work experience.
