Technical Support Manager

Company Description

Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

**Job Description**:
The **Experian Data Quality** North America Professional Services team is focused on helping our clients achieve successful outcomes through both the pre
- and post-sales phases of their technology investments.

The Customer Support Manager plays a key role for the EDQ NA business by:

- Handling the day-to-day operations and strategic oversight of the Experian Data Quality 24/7 Global Customer Support Team.
- Overseeing the performance and development of 15-20 Analysts via 1-2 Supervisors.
- Managing the team including measuring the performance of the team against established benchmarks, ensuring all client interactions are handled in an efficient and quality-focused manner, and providing development planning for individuals on the team.

**What you’ll be doing**
- Managing the performance of team against all established Technical Support benchmarks and metrics
- Ensuring adherence to all Experian Data Quality Customer Support policies and procedures
- Working with Supervisors to monitor phone and e-case queue and backlog trends to ensure calls are not being abandoned and all cases are responded to within established SLAs and resolved in a timely manner
- Assisting in the escalation of complex cases
- Compiling key performance indicators and metrics, making the data available to leadership on a weekly basis
- Providing coaching and constructive feedback to improve performance and enable your team to achieve all established goals
- Collaborating internally with Leadership, Sales, Professional Services, Product, and Regional Stakeholders to drive process improvements and transparency
- Overseeing the Knowledge Management system and processes to ensure client and analyst self-service
- Performing other duties and responsibilities as assigned

**Qualifications**:

- Demonstrated Leadership skills; 3-5 years of supervisor or management experience preferred.
- Foundational knowledge of: C#, Java, PHP, JavaScript, HTML or CSS
- Foundational knowledge of: APIs, webservices, SQL, Database connections
- Proficiency in using Salesforce Cases preferred
- Proficiency in Knowledge Centered Services practices preferred
- Proficiency in Lean Six Sigma principles preferred
- Experience working in Technical Support, with a strong Customer Service focus
- Excellent professional English communication skills, both written and verbal
- Willingness to work non-standard business hours as required
- Bachelor’s degree or equivalent work experience
- Experience working in a multi-national organization

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ and it ensures that we live what we believe._