Dynamics Support Manager

5 days ago

Chennai, Tamil Nadu, India Element5 Full time
About Element5 Element5 is on a mission to transform the way post-acute care organizations work. and RPA, we're automating complex and repetitive tasks, so teams can focus on better

work, Element5's digital assistants can take over for them.

industry veterans who have built several successful products for healthcare and IT, and are

care quality for millions of patients by freeing up healthcare teams from burdens of

compliance and regulations. Please visit our website at

The Support Manager plays a vital role in 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. liaison between clients, technical support staff, CSMs, and other departments.

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.

Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.

Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

Documentation and Knowledge Management:

Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.

Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.

Create MIS presentations, reports and dashboards on production issues and client inquiries.

Expected experience: 12+ years with at least 5 years experience managing a support

Previous experience in a tech and client support or coordination or management role

Experience in handling 24/7 support and working with geographically dispersed teams.

● technical concepts to non-technical individuals.

● Strong organizational and time management skills, with the ability to prioritize and

Proficiency in using support tools and systems, such as ticketing systems, CRM

software, and knowledge bases.

● ITIL certification is a plus.

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