Senior Technical Support Manager
5 days ago
About Us
We're a team that's transforming the way post-acute care organizations work. Using AI and RPA, we're automating complex and repetitive tasks, so teams can focus on better patient outcomes. In short, if post-acute teams are spending too much time on administrative work, our digital assistants can take over for them.
We're fast-paced, supercharged, and moving at the speed of light. Our team is made up of industry veterans who have built several successful products for healthcare and IT, and are now on the most meaningful mission of our lives. Collectively, we impact improvements in care quality for millions of patients by freeing up healthcare teams from burdens of compliance and regulations.
Our Team is responsible for facilitating efficient and effective technical and client support services for the organization. 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. The Support Manager serves as the direct central point of contact for clients and internal teams on support-related inquiries. He acts as a liaison between clients, technical support staff, CSMs, and other departments.
Key Responsibilities:
- Support Management: 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.
Required Skills and Qualifications">
● Expected experience: 12+ years with at least 5 years experience 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">
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