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Job Description
The Technical Support Manager is responsible for providing 24/7 support to our global customer base. The Technical Support Manager ensures that escalations are addressed efficiently and that Intelerad constantly delivers an outstanding support experience for Hospital clients with the several product lines. You will track key performance indicators to ensure our operational and customer satisfaction targets are met. The Technical Support Manager will also identify opportunities for process improvement and participate in their implementation. In addition, the Technical Support Manager’s assigned team will manage incidents, changes, escalations on ITIL principles for the Intelerad software running on our client’s IT infrastructure or hosted solutions.
Supervisory Responsibilities:
Assists with escalations from Technical Support
Duties/Responsibilities:
Manages the Technical Services and L3 teamproduct line, directing and assigning work within the support services and software release functions
Ensures that the Technical Services team maintains a professional telephone protocol at all times
Develops systems and strategies for providing ongoing support to customers experiencing problems utilizing Ambra software products
Increases and maintains technical knowledge of Ambraproduct lines across the organization and customer base
Establishes and maintains measurements to manage customer satisfaction levels
Coaches and mentors Technical Services team members to develop their skill and knowledge of Ambra software and customer service techniques
Responsible for assisting Technical Support personnel with escalation if needed
Qualifications
Bachelor’s degree in Engineering, Computer Science or equivalent
5+ years experience leading a technical team and/or service delivery in a software company
10+ years experience in a technical or service delivery role such as technical support, software development, integration, or project management
Excellent analytical, research, organizational and planning skills
Excellent teamwork skills, and the ability to develop and maintain internal and external relationships
Exceptional communication, influencing and presentation skills
Proven experience withITIL methodologies
This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.
Additional Information
All applicants meeting minimum qualifications will be required to complete a 30 minuteonline assessment as part of your application.
Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise ImagingIntelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1,300 Radiologists Across the USMeet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/- ID: #23017874
- State: North Carolina Raleigh / durham / CH 27601 Raleigh / durham / CH USA
- City: Raleigh / durham / CH
- Salary: USD TBD TBD
- Job type: Full-time
- Showed: 2021-11-19
- Deadline: 2022-01-18
- Category: Et cetera