Responsibilities include:

Team Management:

• Maintain support team schedule for 24/7 coverage.
• Recruit, train, and mentor customer support representatives. Preparation and delivery of mid-year and year-end staff performance evaluations.
• Set performance goals and monitor team performance and KPIs, including monitoring support team case backlog, aging case prioritization and SLA related performance.
• Develop and implement customer support policies and procedures.
• Foster a positive and collaborative team environment.

Technical Support:

• Provide hands-on guidance to staff and customers, diagnosing and resolving complex issues.
• Perform the software Release Management process.
• Troubleshoot and resolve software/hardware related problems.
• Maintain a deep understanding of our products and services.
• Document technical solutions and create knowledge base articles.

Customer Satisfaction:

• Conduct annual NPS Survey.
• Monitoring KPIs and dashboards to meet metrics related to response times, resolution rates, customer satisfaction, and more.
• Resolve escalated customer issues and partner with Account Management for client communication.
• Manage all customer support communications, including planned and urgent announcements.
• Ensure timely and effective resolution of customer inquiries and complaints.
• Monitor customer feedback and implement strategies to improve customer satisfaction.
• Develop and maintain strong customer relationships.

Operational Excellence:

• Monitor and analyze support metrics and identify areas for improvement.
• Implement and optimize support processes to enhance efficiency.
• Manage support ticketing systems and ensure accurate data entry.
• Be available periodically for after business hour support.

Qualifications:

• Bachelor’s degree in a related field (e.g., Information Technology, Business Administration).
• 5+ years’ experience in a customer support management role.
• Hands-on experience with CRM and case/ticket tracking software.
• Ability to work after business hours, periodically.
• Ability to travel. Periodic travel may be required for business.
• Strong technical troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Experience with customer support software and ticketing systems.
• Advanced Microsoft Office skills (Excel, Word, Teams, Outlook), with proven ability in Excel-based data analysis.

What will Help you Stand Out:

• Experience in the healthcare industry and/or familiarity with a healthcare software.
• Experience with Salesforce, AWS, Pendo, MailChimp and Omni-Channel.
• Technical Writing Experience (e.g., knowledge base articles, End User Documentation)
• Successful track record managing remote employees.

Benefits:

• Career growth opportunities with demonstrated success and leadership abilities.
• Competitive salary and benefits package
• Monthly cell phone allowance
• 3 weeks' vacation (increases with tenure) and 5 personal days.
• Comprehensive Medical, Dental and Vision plan offerings
• Employee Stock Ownership Plan and 401k matching program

About Harris:

Ingenious Med is part of Harris Computer, a global provider of critical software solutions. Harris, a subsidiary of Constellation Software Inc. (CSI), invests in essential software for sectors like utilities, government, education, public safety, and healthcare. Harris's growth stems from investing in its own software and expertise, as well as acquiring complementary businesses. This strategy of reinvesting in its people, products, and new acquisitions will continue to drive Harris's expansion.