Technical Product Support Manager

Equifax - Saint Louis, MO

Full-time - Mid Level

Saint Louis, MO

Credit Intermediation and Related Activities

About the position

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.

Responsibilities

• Provide guidance and management direction by setting goals, coaching, and monitoring progress.
• Recognize and develop direct reports to increase employee engagement and productivity.
• Identify and resolve day-to-day operational and technical management issues such as scheduling and workload balancing.
• Act as an escalation point for customer issues.
• Drive metrics reporting and make decisions to improve processes and overall services provided to clients.
• Take primary responsibility for client satisfaction with service delivery.
• Establish and maintain quality standards of existing products and services.
• Work cross-functionally with other departments to resolve issues appropriately.
• Participate in hiring and training of new employees.
• Ensure adherence to legal and company policies and procedures.

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.
• 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.
• BSc/BA in management or relevant discipline will be considered an advantage.

Nice-to-haves

• Supervisory experience (preferred)
• Working knowledge of technical support practices and principles
• BSc/BA in computer science or 2 years related work experience