Technical Support Lead
1 week ago
We're seeking a skilled Support Manager to facilitate efficient and effective technical and client support services.
This position involves direct, hands-on management of tech and client support activities, collaborating with other internal teams and stakeholders, and ensuring timely resolution of all production issues.
- 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.
Qualifications and Skills:
Our ideal candidate has:
- At least 12 years of experience, with 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.
Become part of a dynamic team that is transforming the post-acute care industry through innovative technology. If you have the skills and passion to deliver exceptional support, we encourage you to apply.
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