Technical Product Support Manager

2 weeks ago

Ontario, Oregon, Canada Equifax, Inc. Full time

We 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. They will be well-versed in processes and will be results-driven and focused. A customer first approach, and strong customer engagement and communication skills are key to success.

Key Responsibilities:

  1. Provide guidance and management direction by setting goals, coaching, monitoring progress, recognizing and developing direct reports to increase employee engagement and productivity.
  2. 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.
  3. Drive metrics reporting and make decisions that will improve processes and overall services provided to clients.
  4. Takes primary responsibility for client satisfaction with service delivery. Responsible for programs to establish and maintain quality standards of existing products and services.
  5. Work cross-functionally with other departments and resolve issues appropriately by engaging colleagues, partners, and clients, with a collaborative style and consultative approach.
  6. Participate in hiring and training of new employees.
  7. Ensure adherence to legal and company policies and procedures and participate in performance discussions as necessary with employees.

Requirements:

  1. 2 years experience in a leadership role with demonstrated ability to lead by example via focused productivity, thoughtful prioritization, and deliberate communication.
  2. A minimum of 6 months of strong conflict resolution skills and ability to deal with escalating and de-escalating issues as appropriate.
  3. Proven leadership and relationship building skills; the ability to interact effectively with all levels of internal and external customers, colleagues, partners, and vendors for at least 6 months.
  4. BSc/BA in management or relevant discipline will be considered an advantage.

Preferred Qualifications:

  1. Supervisory experience.
  2. Working knowledge of technical support practices and principles.
  3. BSc/BA in computer science or 2 years related work experience.

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