The Customer SupportSupervisor will manage a team of 7-8 Customer Support Analysts who areresponsible for responding to and resolving customer inquiries involvingExperian Data Quality (EDQ) software modules.
This is a player / coach role, as the Support Supervisor will also directly take and resolve challengingcustomer support tickets.
Management of the team will include measuringthe performance of Analysts against established benchmarks, ensuring all clientinteractions are handled in an efficient and quality focused manner, andproviding coaching and feedback to improve Analyst performance.
Specific areas ofresponsibility include :
Oversee response to inbound requests for support (phone, e-mail,and online portal)
Assist in triaging tickets and escalated as needed
Participate in the Knowledge Management process through creationand updating of documentation
Ensure adherence to all Experian Data Quality Customer Supportpolicies and procedures
Collaborate internally with Account Management and TechnicalDelivery teams
Manage the performance of team against all established TechnicalSupport benchmarks and metrics
Monitor phone and e-case queues to ensure calls are not beingabandoned and all cases are responded to within established SLAs
Provide coaching and constructive feedback to improve performanceand enable your team to achieve all established goals & MBOs
Track and report on key performance indicators and metrics, makingthe data available to analysts and leadership on a weekly basis
Performs other duties and responsibilities as assigned
Working schedule : Monday-Friday 8am-5pm / 9am-6pm*
The ideal candidate will be an analytical and creative problem solver. They will also be customer focused and possess strong interpersonal and professional communication skills.
The successful candidate will be curious by nature and can understand and articulate technical concepts and derive solutions.
Other requirements include :
Excellent English communication skills, both written and verbal
Willingness to work non-standard business hours as required
Bachelor’s degree or equivalent work experience
5 years of previous experience in software support roles
Demonstrated Leadership skills; at least 1 year of experience as Team Lead or Supervisor
Proficient in using Salesforce.com preferred
Proficient typing skills
Proficient in Microsoft Office preferred
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening