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Lead Technical Support Analyst (JR1013379)

Company: Broadridge
Location: Newark
Posted on: September 16, 2020

Job Description:

Job DescriptionResponsibilities:Build and implement a customer service support that is aligned with our strategic priorities across multiple BPS productsPartner with development, product, application support and operational teams to ensure seamless execution of serviceDesign and implement a service model that focuses on operational excellence across the teamCollaborate with Account Management, Sales and business unit leadership in developing long-term and short-term customer service goalsLead initiatives to scale the customer service organization to meet the growing needs of the businessCraft, measure and exceed service standards and key performance metricsContinually assess department structure and craft opportunities for growth and succession planning for the teamAnticipate future business changes and actively adapt plans to ensure premium serviceManage quality of service metrics to ensure a premium-quality customer experienceDrive associate developmentIdentify product roadmap opportunities through client interactions and create feedback loop for Product ManagementQualifications10+ years of industry experience in developing and supporting the productsKnowledge of application program developmentYou should have experience with ASP.NET 4.0, C#, Business Intelligence (SSIS/SSRS), Core Java, Java Script, PythonKnowledge in design, development, and/or testing proceduresYou should have strong analytical and communication skillsAdditional InformationBroadridge is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other protected status. "Our Associates Matter. Everyone Benefits from Diversity & Inclusion. Diverse & Inclusive Teams Drive Growth." US applicants: Click here to view the "EEO is the Law" poster.

Keywords: Broadridge, Newark , Lead Technical Support Analyst (JR1013379), IT / Software / Systems , Newark, New Jersey

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