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.
JOB FAMILY DESCRIPTION
Oversees the support of customers encountering problems using the companys 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 departments. 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.
GENERAL DUTIES & RESPONSIBILITIES
Bachelors degree or the equivalent combination of education, training, and work experience.
GENERAL KNOWLEDGE, SKILLS & ABILITIES
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 directors 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 Knights commitment to inclusion is at the core of who we are, and motivates us in how we do business each and every day.Location: Houston, TX Time Type: Full timePosted 2 Days AgoFull time20-974 The Industrys Leading Provider of Technology, and Data and Analytics Solutions
Black Knight is a mortgage and finance industries leading provider of integrated technology, data and analytics solutions that facilitate and automate many of the business processes across the entire loan lifecycle. Black Knight is the provider lenders and servicers rely on to support their strategic goals and better serve their customers by delivering best-in-class technology, services and insight with a relentless commitment to excellence, innovation, integrity and leadership.
Black Knight's offerings include: