Technical Support Lead

2 days ago

Belgaum, Karnataka, India beBeeSupport Full time ₹ 17,50,000 - ₹ 26,95,000

About Element5: A Pioneering Force in Post-Acute Care

We're transforming the way post-acute care organizations work by harnessing AI and RPA to automate complex tasks. Our digital assistants empower teams to focus on better patient outcomes, freeing them from administrative burdens.

Our team is comprised of industry veterans who've built successful products for healthcare and IT. Collectively, we impact improvements in care quality for millions of patients by streamlining compliance and regulations. With offices in San Jose, California, and Chennai, India, we're making waves in the healthcare industry.

Job Overview:

The Support Manager plays a vital role in facilitating efficient and effective technical and client support services. This position involves direct management of tech and client support activities, collaboration with internal teams and stakeholders, and ensuring timely resolution of all production issues.

Key Responsibilities:

  • Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.
  • Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.
  • Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.
  • Act as the incident/fire captain in case of production incidents/fires.
  • Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.
  • Build and manage the tech and client support team members.

Requirements:

  • 12+ years of experience with at least 5 years managing a support team.
  • Previous experience in a tech and client support or coordination or management role within a SaaS/technology solutions team.
  • Experience in handling 24/7 support and working with geographically dispersed teams.
  • Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
  • Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.
  • Strong organizational and time management skills, with the ability to prioritize and multitask effectively.
  • Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
  • Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.
  • Flexibility and adaptability to work in a fast-paced and dynamic environment.
  • ITIL certification is a plus.

Benefits:

This role offers a unique opportunity to join a pioneering force in post-acute care and contribute to improving patient outcomes and care quality.

Other Opportunities:

In this role, you'll have the chance to develop your leadership skills, collaborate with experienced professionals, and make a meaningful impact in the healthcare industry.

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