• Technology
• Remote
• Full Time

Job Description:

This leader will develop, lead, and motivate a team of Product Support professionals to deliver excellent support with outstanding service, satisfaction, and timeliness. The Senior Manager of Product Support will manage the performance of Tier 1 and 2 Product Support Specialists, as well as serve as an escalation point for clients (external). He/She will track adherence to Service Level Agreements (SLAs) for all technology products within IntegraCloud. This role is also responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

The ideal candidate has a strong technical knowledge, a proven track record of driving results and the desire to lead a growing team. This is a strategic and tactical role that will work closely with onsite and remote employees to deliver solutions and excellent customer service.

Responsibilities:

• Oversee tracking and management for all support requests, incidents and problems, including escalations. Determine root cause of issues and communicate appropriately to internal and external customers
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
• Oversee development and management of solutions Knowledge Base for faster first response resolution rate. Deliver end-user application training for go-lives, new hires, and optimization
• Keep confidential all applicant, client, and verification and company proprietary information
• Complete all required product training and maintain annual certifications
• Train, coach and mentor Support Specialists (Tier 1 and Tier 2) including career development. Manage and oversee team productivity and capacity
• Oversee the creation and management of support self-service training material for internal and external stakeholders
• Provide data and reporting of KPI’s and trends to IntegraCloud leadership and others in ad-hoc, weekly, monthly and as needed. Drive ticket analysis and develop strategies for improvement
• Ensure that the enterprise CRM system is the single source of truth and service delivery channel across all products
• Monitor and manage phone queue (participating in escalated calls as needed)
• Develop an effective and workable framework for managing and improving customer support in the organization
• Oversee the support Knowledge Base ensure top quality solutions are available to the staff
• Measure performance against Service and Business Level Agreements and ensure all required hours of operation are adequately staffed
• Review survey feedback to improve services, tools, and support experience. Advise management on situations that may require additional client support or escalation
• Manage emergency outages and escalation processes
• Manage vendor relationships as needed
• Identify, propose and execute process improvement opportunities that improve the overall client experience

Qualifications:

• Bachelor’s degree in technology or related field preferred
• 5+ years’ experience in Product Support. Healthcare IT experience is strongly preferred
• 2+ years’ experience managing a software support team or operations team required
• Knowledge of clinical applications preferred
• Strong communication skills, a demonstrated ability to effectively lead and communicate with customers and staff across all levels and departments, including non-technical staff
• Able to multi-task without sacrificing attention to detail or efficiency of work production
• Ability to work on weekends when necessary

Benefits:

Integra Connect, LLC provides a comprehensive benefits plan

• Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
• Paid Time Off
• 401k with employer match
• Paid Holidays and Floating Holiday

Equal Opportunity Employer