Product Support Center of Excellence Shift Manager

Product Support Center of Excellence Shift Manager

03 Nov 2023
Illinois, Oakbrookterrace, 60181 Oakbrookterrace USA

Product Support Center of Excellence Shift Manager

Job#: 1307090

Job Description:

Product Support Center of Excellence Shift Manager

Scope:

The PSCOE Shift Manager (Manager) is a leader responsible for overall customer experience and satisfaction, managing the team members on their shift, providing advanced troubleshooting for complex issues and training team members with less experience. The Manager also handles non-technical requests, engaging the appropriate business teams to ensure resolution. As the main contact for questions related to the product, the Manager has visibility to product roadmaps and influences the design of feature enhancements, participating in marketing and product development activities.

Engagement Deliverables:
  • Direct and work with team members to ensure all service level agreements and performance metrics are met.
  • Conduct effective resource planning to maximize team member productivity and identify opportunities for development.
  • Properly research, troubleshoot and resolve issues escalated by shift team members.
  • Maintain active communication with clients, providing functional and technical guidance to customers.
  • Contribute to ongoing improvement and expansion of product materials and technical documentation.
  • Maintain detailed records of customer interactions in the customer support system of record.
  • Sustain working knowledge of company products and technologies.
  • Collect and analyze statistics, reporting service trends and insights to technology and product leadership.

Qualifications:
  • Positive, customer centric attitude
  • Excellent written and verbal communication skills
  • Excellent time management skills
  • Solution oriented problem solving skills
  • Education in finance and/or accounting
  • Experience leading remote, distributed teams required
  • Experience in Audit, Tax and/or Advisory professional services preferred
  • Advanced proficiency with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint) required
  • Experience with Microsoft Teams, SharePoint and OneDrive required
  • Experience with Atlassian Jira Service Management preferred
  • Experience with Microsoft Azure DevOps beneficial

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or

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