Technical Service Lead

10 hours ago

Vadodara, Gujarat, India beBeeSupport Full time ₹ 1,75,49,808 - ₹ 2,39,41,728

About Element5

Element5 is on a mission to transform post-acute care organizations using AI and RPA.

We automate complex tasks so teams can focus on better patient outcomes.

We're fast-paced, supercharged, and moving at the speed of light. Our team consists of industry veterans who have built successful products for healthcare and IT.

Our goal is to improve care quality for millions of patients by freeing up healthcare teams from compliance and regulations.

The Support Manager plays a vital role in facilitating technical and client support services for the organization.

This position involves direct management of tech and client support activities, collaborating with internal teams and stakeholders, and ensuring timely resolution of all production issues.

The Support Manager serves as the central point of contact for clients and internal teams on support-related inquiries.

Key Responsibilities:

  • Serve as the primary contact for clients seeking support and production tech issues.
  • Monitor support 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.

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