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Company Name:
Approximate Salary:
Per Year
Location:
Atlanta, Georgia
Country:
United States
Industry:
Other
Position type:
Full Time
Experience level:
Not Specified
Education level:
Bachelor's Degree

Transaction Security- Software Support Maintenance Group Leader

Overview:

UL Transaction Security is a member of the UL Family of Companies. Founded in 1894, UL is a premier safety company with more than a century of proven history, leading the world in enhancing safe living and working environments, facilitating global trade and serving as a trusted source of information and knowledge. UL employs over 11,000 professionals who work in over 100 countries.

The Transaction Security division of UL extends this safety mission statement from the physical world to safety and security in the digital world. UL Transaction Security focusses on securing and certifying large, mission critical digital transaction infrastructures such as mobile, payment and ticketing networks and infrastructure. UL provides in-depth technical advisory services, testing and certification services and accredited testing platforms to relevant stakeholders in the market. UL Transaction Security is market leader in Secure Transaction Technology. We are operating in the Finance, Government, Telecom, Healthcare and Transport sectors.

Responsibilities:

  • Lead, mentor and manage the customer application support
  • Handle customer complaints and provide recommendations for solutions and track resolution
  • Provide advanced troubleshooting and strategic thinking to problems
  • Provide Level 1 and Level 2 Support
  • Handle complex and escalated customer support issues including travel to client site to manage critical situations as needed with strong client facing communications skills
  • Develop comprehensive understanding of the software application to provide troubleshooting guidance and strategies to support team
  • Plan, prioritize and delegate work tasks to ensure proper function of the department
  • Responsible for performance feedback, evaluations and staff development for the department
  • Develop and implement customer support policies and procedures
  • Define and communicate customer support standards
  • Coordinate with the implementation group to schedule training sessions for new clients. Resolve scheduling conflicts between projects. Manage availability of trainers.
  • Review training feedback from clients and review with trainers.
  • Ensuring our customers are in love with us and that we are meeting current SLAs and survey score minimums.
  • Review and assess customer support contracts. Handles questions and annual renewal problems as required
  • Oversee the achievement and maintenance of agreed customer support levels and standards
  • Oversee and manage initiatives assigned to the team by the general manager or vice president as needed
  • Analyze relevant data to determine customer support outputs and provide statistics to general manager
  • Identify and implement strategies to improve quality of support, productivity and profitability
  • Coordinate and manage customer support projects and initiatives


Qualifications:

• BA/BS degree in Computer Science or related field required. Advanced technical degree and/or related training a plus
• 8+ years customer service management experience in a software support environment
• In-depth knowledge of customer service principles and practices
• Excellent conflict management and resolution skills
• Excellent interpersonal skills including verbal/written communication skills and teamwork
• Strong communication skills in disseminating information and vision
• Demonstrated ability to lead a team with a solid vision and execute against targeted goals.
• Product knowledge of complex software product (financial preferred)
• Financial Payments or Payment Processing and Payment Network Certification standards and development experience
• EMV Experience a Plus
• Quality Assurance Background a plus

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