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28 Jul 2020

Full-Time Product Support Manager

Black Knight Financial Services – Posted by BKInc2018 Houston, Texas, United States

Job Description

Black Knight is the premier provider of integrated technology, services, data and analytics that lenders and servicers look to first to help successfully manage the entire loan life cycle. Our deep understanding of regulatory and compliance issues complements the knowledge, technology and solutions we offer to help our clients achieve their business goals. Black Knight offers leading software systems; data and analytics offerings; and information solutions that facilitate and automate many of the business processes across the mortgage life cycle.

Oversees the support of customers encountering problems using the company’s products. Supervises representatives that are answering customer inquiries, primarily over the telephone, e-mail, or facsimile. Establishes and maintains systems that provide answers to common questions and problems. Reports new or recurring problems to design dep artments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

* Manages the operations of teams or representatives that respond to inquiries of a technical or complex nature relating to Black Knight software products and/or services through case management.
* Develops and monitors the application of operating systems including policies and procedures, operating structure, information flow, and systems that provide answers to common questions and problems.
* Reports new or recurring problems to product management and/or product development departments.
* Monitors call queues, call volume, and other metrics. Analyzes results and trends. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
* Ensures representatives are properly trained when new products are released or products are upgraded or patched.
* Contributes to the development of the product support function.
* May develop business strategy and business plan for team/group operations including budget development.
* Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
* May build industry relations communicating technologies and operational concerns through industry networking.
* Performs other related duties as assigned by management.

Bachelor’s degree or the equivalent combination of education, training, and work experience.

* Broad knowledge of Black Knight products and related services; in-depth knowledge of products and services for which team(s) provide support
* Knowledge of basic IT technologies (e.g., operating systems, network devices, software development and architecture)
* Working knowledge of workforce management practices and tools (e.g., scheduling software, quality monitoring software)
* Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
* Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g., executive, management, individual contributors)
* Willingly shares relevant technical and/or industry knowledge and expertise to other resources
* Excellent decision-making, problem-solving, team building, negotiation, conflict management, and time management skills
* Is resourceful and proactive in gathering information and sharing ideas
* Proven project management skills
* Demonstrated customer-focused leadership ability
* Ability to work both independently and in a team environment
* Call Center 24×7 environment
* Some flexibility of hours is required

Product Support Manager
Middle level management role. Typically responsible for directing product support teams(s) and/or associated support functions for multiple lines of business or as part of a division. Ensures client issues are resolved, serves as an escalation point for client issues, and is responsible for maintaining/improving client satisfaction. Escalates client issues to senior/division management when necessary. Resolves issues and contributes to business unit/area development. Directly responsible for managing a staff of six (6) or more direct reports, including managers, supervisor and individual contributors in network planning, design, implementation, organization, and/or operation. Accountable for budgeting, staffing, practice/procedure changes and service level requirements across multiple cost centers. Manages sixty (60) or more overall subordinates.

Coaches and mentors management team. Works closely with direc tors on departmental issues. Has very wide latitude for decision-making. Typically requires six (6) or more years of related product support experience with at least three (3) years of leadership responsibility.

Black Knight is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, and protected veteran or military family status. Our employees’ diversity is our strength, and when we embrace our differences, it makes us better and brighter. Black Knight’s commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.

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Job Types: Full-Time.

Job expires in 3 days.

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