Manager Client Support L1 Hybrid
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Job Location:
North Sydney - Australia
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
The Manager Client Technical Support is a critical leadership role within Client Operations. You will manage a team of client-facing technical specialists who assist clients daily with requests related to Experians market-leading solutions. You will be responsible for team performance client satisfaction escalation management and cross-team collaboration.
By fostering a high-performing client-focused culture and embedding best practices this role ensures timely accurate and effective frontline product and technical support helping clients maximise value from our products and reinforces Experians reputation for exceptional service. The Manager also contributes to support strategy and continuous improvement projects driving efficiencies and enhancing our client experience.
- Lead and inspire a team of client-facing technical specialists to deliver Level 1 support across Experians products and services.
- Ensure operational excellence by managing ticket workflows monitoring Service level agreements and driving resolution of client requests.
- Be an escalation point for complex issues providing guidance and collaborating with different teams across the business to resolve challenges.
- Champion continuous improvement identifying opportunities to improve processes enhance knowledge management and improve client experience.
- Monitor performance metrics and analyse data to identify trends causes and opportunities for efficiency.
Qualifications :
- Education: Bachelors degree in business Operations Information Technology or related field (or equivalent experience). Experience:
- Minimum 5 years in client services operations or technical support roles with at least 2 years in a leadership capacity.
- Proven experience managing teams in a B2B hybrid working environment within financial services or technology sectors.
- Proficiency in SQL XML and JSON HTML JavaScript and CSS.
- Advanced excel experience with data manipulation.
- Experience with API methodologies and integration.
Benefits/Perks
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible work environment hybrid model
- Flexible time off including volunteer time off personal leaves and paid holidays
- 17 weeks of Paid Parental Leave family care leave and up to 5 days study leave
Additional Information :
Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
