PRIMARY PURPOSE
The Technical Support Manager reports directly to the Vice President of Client Success. This role is responsible for providing the vision and direction to the Technical Support department in a way that supports the corporate goals, mission and vision. The role’s responsibilities include the following:
- Lead, mentor and develop the Technical Support team, fostering a culture of accountability, quality and continuous learning.
- Provide high quality support by addressing inbound client questions and concerns associated with BBCS software to include clearly defining client needs and document client information and nature of problem or issue.
- Demonstrate a high level of understanding of the technical aspects of BBCS products, and documentation.
- Prioritize and escalate support issues as necessary and confer with other teams and departments on escalated client issues.
- Ensure staff responsiveness and ensure client issues are managed in accordance to defined service level agreements (SLA’s).
- Manage and provide after-hours support to clients in accordance with their SLA.
- Develop and provide reporting and evaluation of technical support metrics including time to resolution, call volumes, and client satisfaction reports on a consistent basis.
- Develop and maintain SOPs, work instructions, and training documentation for technical support processes and hold the team accountable for consistent adherence to these standards.
- Manage knowledge base content to promote client self-service and consistent internal documentation.
Other job duties
As an employee within BBCS, this position will participate with the other staff members to contribute to and support the corporate goals, business plan, standard operating procedures and Corporate Quality Policy, and thus requires personal and professional integrity and work ethics.
QUALIFICATIONS AND EXPEREINCE
- 5+ years of experience in technical support for complex software systems, preferably in healthcare, medical device, or regulated environments.
- 2+ years in a leadership or management role with direct people management responsibilities.
- Strong working knowledge of software troubleshooting, networking fundamentals, SQL databases, and Windows server environments.
- Proven ability to promote and deliver high standards of customer service.
- Ability to articulate technical information to non-technical audiences both oral and written.
- Analytical problem-solving skills with a demonstrated ability to manage multiple priorities concurrently and function in a fast-paced environment.
- Ability to understand new technologies quickly.
- A working knowledge of software documentation from both a user and developer perspective.
EDUCATION
- A BA/BS or equivalent healthcare industry experience.
