Equifax - Saint Louis, MO
posted about 2 months ago
We are looking for 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, along with strong customer engagement and communication skills, are key to success. In this role, you will provide guidance and management direction by setting goals, coaching, monitoring progress, and recognizing and developing direct reports to increase employee engagement and productivity. You will 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. Additionally, you will drive metrics reporting and make decisions that will improve processes and overall services provided to clients. You will take primary responsibility for client satisfaction with service delivery and will be responsible for programs to establish and maintain quality standards of existing products and services. Working cross-functionally with other departments, you will resolve issues appropriately by engaging colleagues, partners, and clients with a collaborative style and consultative approach. Participation in hiring and training of new employees is also a key aspect of this role, along with ensuring adherence to legal and company policies and procedures and participating in performance discussions as necessary with employees.