Technical Support Executive at Credit Registry

Overview

• We are looking for an experienced Technical Support Executive to lead the technical support team and oversee the accuracy and integrity of bureau data and the quality of the technology solutions delivered by our company.
• The ideal candidate will provide a high standard of customer service in accordance with best practices and procedures.
• Demonstrate leadership to the PSG team.
• Reliability to our customers, and ensure that they receive the excellent value that would continually deepen loyalty to our products and services.
• She/he will ensure that all systems necessary to support CreditRegistry’s operational delivery and objectives are in place.
• The goal is to deliver operational excellence, professional services, and technology solutions that delight our customers.

Internal Functions
Technical:

• Manage and grow a team to leverage best practices into actionable and scalable solutions to meet corporate requirements, client needs, and market demands
• Lead employees to encourage maximum performance and dedication
• Select and implement suitable technology applications to streamline all internal operations and help optimize strategic benefit
• Oversee the technological infrastructure (networks and computer systems) in the organization to ensure optimal performance as it regards local IT network infrastructure, security, and backup and recovery
• Conduct due diligence reviews of technological equipment and software and recommend for approval
• Establish strong relationships with a technology partner and other IT providers
• Monitor changes or advancements in technology to discover ways the company can gain a competitive advantage
• Analyze the costs, value, and risks of information technology to advise management and suggest actions
• Oversee customer support processes and organize them to enhance customer satisfaction
• Set and manage comprehensive goals for improved performance and accelerated growth

Operational:

• Plan and monitor the day-to-day running of the business to ensure smooth progress (i.e. IT, office management, asset management, risk management)
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements
• Manage procurement processes and coordinate material and resources allocation
• Evaluate performance by analyzing and interpreting data and metrics
• Write and submit reports to the CIO in all matters of importance
• Oversee operational activities (organizational structure, IT procurement and management of assets, etc.)
• Monitor patterns of client complaints to proactively seek solutions and preempt conversations and solutions for customers
• Based on customer feedback, facilitate the development of the bureau’s training curriculum to address challenges identified
• Identify and define new process improvement opportunities, along with metrics for measuring process implementation and effectiveness. Monitor and effect change to the defined metrics when necessary.
• Regularly analyze and profile data uploaded to the credit bureau based on the defined metrics
• Provide oversight to ensure that all data quality issues are identified, monitored, and resolved within defined SLAs
• Provide oversight for the development and presentation of monthly data quality reports using charts, graphs, and spreadsheets for internal and external clients.
• Provide oversight for design solutions to enable customers and staff to flag and resolve poor-quality data
• Recommend updates to the bureau’s data specifications document to ensure high-quality data is maintained
• Remove obstacles perceived and real, that may impact the ability of the PSG team to perform their work in supporting our subscribers

Educational Qualification

• College Degree required: B.Sc. Information Management, CIS or other IT-related degree preferred. MBA a plus.

Work Experience:

• Minimum of 5 years relevant work experience managing a team of technical staff
• Knowledge of relevant computer applications
• Proficiency in MS Office (i.e. Excel, Word, PowerPoint)
• Experience working in a client-facing role
• Experience working with big data

Skill / Competencies Required:

• This role will have significant influence over the success of our organization, thus; we are requiring:
• Superior analytical, critical thinking & problem-solving capabilities
• Strong interpersonal skills.
• Outstanding interpersonal and communication abilities both verbally and in writing with various stakeholders (Staff, C-Level professionals, Technical Partners, Marketers, Analysts, Auditors, Regulators and IT professionals)
• Ability to present complex information in an understandable and compelling manner
• Excellent listening skills and attention to detail and accuracy
• Excellent quantitative skills
• A strong strategic and business mind-set
• Attention to detail and ability to work well in a matrix environment
• Integrity and discretion when handling confidential information
• Good customer service orientation
• Adaptability and Initiative
• Ability to work under stress
• Passion and commitment to success for company and customers
• Knowledge of basic SQL fundamentals
• Be familiar with data analysis
• Be a self-starter who can accomplish tasks with minimal supervision
• Have good knowledge of and be passionate about CreditRegistry’s mission and vision.