Company Summary:
We are a value-based, precision medicine company specializing in solutions for providers, patients, life science and EMS companies. With the emergence of value-based care, Integra Connect’s mission is to help specialty care providers succeed both clinically and financially. We accomplish this through a comprehensive offering of technology and services, unified by our cloud-based platform, combined with unmatched industry expertise. We are looking for like-minded individuals committed to making a difference in healthcare. Come join our growing team!
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). The Sr. Manager of Product Support 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 employees to deliver solutions and excellent technical product support.
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.
• 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.
• Ability to adapt to change and ability to be comfortable with unpredictability.
• Ability to prioritize and to multi-task in a fast-paced environment, work across several project tasks simultaneously, meet deadlines, and communicate potential risks to leadership.
• Ability to grow working knowledge of all Integra Connect service offerings.
• Demonstrate excellent communication skills, presentation skills and overall professionalism.
• Demonstrate ability to recognize trends and gaps in implementations & processes.
• Travel up to 10%.
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
Please note that the deadline for submitting applications is October 17th, 2024. All applications must be received by this date to be considered.
Important Notice:
At Integra Connect, we are committed to providing a safe and secure environment for our job applicants. Unfortunately, scammers may attempt to impersonate our company to deceive individuals seeking employment. We take this matter seriously and want to ensure your job search with us is free from any fraudulent activity.
Integra Connect has become aware of recent, fraudulent recruitment activity being conducted by individuals or groups who claim to be third party recruiters and/or points of contact for our Company. Examples include sending candidates a request for personal information, conducting online interviews or meetings, making offers of employment, demanding money for employment related services and activities, or asking the applicant to purchase a laptop or other work-related equipment for the job. The aim of the fraud is to obtain personally identifying information (e.g., identity theft) and/or money. The Company’s name, as well as the names of employees, are used to try to convey authenticity.
Here are some tips to help you identify and avoid job scams:
1. Always Check the Source:
Ensure that the job listing is on our official website or a reputable job board. Our official domain is https://www.integraconnect.com/resources/careers/. Be cautious of unsolicited emails, text messages, or social media messages offering job opportunities.
2. Be Wary of Requests for Personal Information:
We will never request sensitive personal information like your Social Security number, bank details, or payment for onboarding/equipment. If you encounter such requests, it’s likely a scam.
3. Verify Contact Information:
Check that the contact information provided in the job posting, including email addresses and phone numbers, aligns with our official contact information. Scammers often use generic or non-company email addresses.
• What is the sender’s email address? Is it consistent with other job postings from this company? Email addresses that are slightly different from any business’s primary contact information ([email protected] vs John.Doe@Integra Connect.com) are a common warning sign.
• If you are contacted through LinkedIn, be sure to review the entire profile to verify their credentials.
If you suspect that a job offer is fraudulent, we recommend that you do not respond to it.
If you believe you are the victim of any fraudulent activity, you can report it to the appropriate authorities at https://www.myfloridalegal.com/consumer-protection/how-to-protect-yourself-job-listing-and-job-search-firms (Florida Department of State) and/or https://consumer.ftc.gov/articles/job-scams#report (U.S. Federal Trade Commission).
Integra Connect is not responsible for any fraudulent offers and advises prospective candidates to follow the guidance provided above.
Thank you for your interest in a career with Integra Connect. We look forward to connecting with genuine, talented individuals like you.
Location: , , US
Offer Expires: 2024-11-16 16:55:17
Job Posting Language: en
Benefits:
- Paid Time Off
- Health Insurance
- Retirement Savings
- Dental Coverage
Qualifications:
- The ideal candidate has a strong technical knowledge, a proven track record of driving results and the desire to lead a growing team
- 5+ years’ experience in Product Support
Responsibilities:
- 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)
- Manager of Product Support 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
- 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
- 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
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
LinkedIn: Apply Here