Technical Support Expert

1 day ago

Amrāvati, Maharashtra, India beBeeSupport Full time ₹ 2,40,00,000 - ₹ 4,20,00,000
Job Description

About Element5 is a company that transforms post-acute care organizations with the help of AI and RPA. We automate tasks so our teams can focus on achieving better patient outcomes.

Our team is fast-paced and supercharged, consisting of industry veterans who impact care quality for millions by freeing up healthcare teams from administrative burdens.

Position Overview:

The Technical Support Manager plays a vital role in facilitating efficient technical support services. Direct management of tech support activities, collaboration with internal teams, and timely resolution of production issues are key responsibilities.

Key Responsibilities:

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

Communication and Collaboration:

  • Collaborate with cross-functional teams to facilitate knowledge sharing, client communication, and issue resolution.
  • Maintain regular communication with clients, providing updates on inquiry status and ensuring high client satisfaction.
  • Act as liaison between clients and internal teams, conveying client feedback and needs.

Documentation and Knowledge Management:

  • Maintain accurate records of client interactions and support activities in a ticketing system.
  • Analyze client feedback and support data to identify trends and areas for improvement.
  • Create presentations and reports on production issues and client inquiries.

Requirements and Qualifications:

12+ years of experience, at least 5 years managing a support team, previous experience in technical support or coordination, excellent communication skills, problem-solving skills, strong organizational skills, proficiency in using support tools and systems, and ITIL certification is a plus.

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