Manager, Technical Support

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

TheMission:
The Manager of Technical Support leads a team of 13responsible for resolving customer issues acrossCenTrak’sRTLS platform.You'llguide the team's response to inbound inquiries, escalations, and support needskeeping the queue healthy so that no customer is left waiting or wondering.Just as importantly, you'll invest in the people doing the work,helping each of them build their skills and their career,and you'll partner with leadership and peers across CenTrak to build the tools and processes that let the team do its best work.Success here looks like customers who feel genuinely taken care of, and a team that is stronger for having been led by you.

Responsibilities:

• Effectively manage daily activities intheticket system,working and diagnosing customer issues and support escalations, ensuring that every ticket carries a clear owner,an accurateseverityand a defined next step.

• Own the health of the support queue against published SLAs, monitoring response and resolution times and case aging so that no customer issue stalls without visibility.

• Serve as the escalation point for high-severity andclinicallyimpactingissues, coordinating theappropriate internalrespondersandmaintaininga steady communication cadence with the customer through to resolution.

• Leadroot cause analysis of systemic field problemswith effective communication to key internal and externalstakeholders andserve as the voice of the customer to Product, Engineering and Quality, helping ensure correct prioritization of issues.

• Manage team coverage and scheduling, including on-call rotations,holidayand PTO planning, ensuring that support availabilityremainsconsistent and is not dependent on any single individual.

• Lead,coachand develop the team,holdingregular one-on-ones setting clear expectations andmaintainingan individual development plan for each team member.

• Assess and grow technical capability across the team,identifyingskill gaps acrossCenTrak’ssolutionand closing them through training,assignmentand mentorship.

• Partner withSupport Team Leadershiptoidentifyimprovement gapsand sources of repetitive, manual, non-value add work and contribute requirements for new tools andprocess.

• Encourage the piloting and adoption of solutions that help make the team more effective and efficient.

• Adhere toand enforceall CenTrak policies and procedures, andcomply withallrequirementsSystem Manual, Operating and Technical Procedures and Workplace Instructions. 

Qualifications:

• Bachelor’s Degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technologyrequired.

• 2-4 years of experience in aTechnicalSupport role interfacing with customersrequired.

• Experience with RTLS and Healthcare IT Integrations is a plus.

• Experience supporting Embedded products and PC software is a plus.

• Mustdemonstratestrong troubleshooting and debugging skills.

• Good communicationskillsbothverbal and written.

• Ability to work independently at a fastpace andproduce quality work.

• Ability to perform work accurately and thoroughly with high attention to detail.

• Ability tobe organizedand follow a systematic method of performing a task.

• Ability tomaintaina high degree of order, punctuality and responsibility towards customers, suppliers,employer, and co-workers.

• Proficient with Microsoft Office applications.

• Customer / Client service orientation.  Driven to meet or exceed consumer expectations.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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Originally posted on Himalayas