Technical Product Support Team Lead

2 weeks ago


Ontario, Oregon, Canada Equifax, Inc. Full time

We are seeking a highly skilled Technical Product Support Team Lead to oversee our technical services customer care team. This team primarily supports our Affordable Care Act (ACA) product.

The ideal candidate will have strong leadership and relationship building skills, the ability to interact effectively with all levels of internal and external customers, colleagues, partners, and vendors. They will be well-versed in processes and results-driven, focused on delivering high-quality services to clients.

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.

Requirements:

  • 2 years experience in a leadership role with demonstrated ability to lead by example via focused productivity, thoughtful prioritization, and deliberate communication.
  • A minimum of 6 months of strong conflict resolution skills and ability to deal with escalating and de-escalating issues as appropriate.
  • BSc/BA in management or relevant discipline preferred.

We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience.



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