Help Desk Manager

reputed company:

At reputed company we are dedicated to creating a more efficient and transparent reputed company supply chain by fixing one of the reputed company problems - providers lack accurate data and insights on their supply and implant usage. Our AI-driven software solution provides highly accurate, reputed company capture of supply and implant usage in reputed company-time, and generates actionable insights to reputed company systems, enabling reputed company reputed company capture and reduced waste, ultimately leading to reputed company value of care and reputed company reputed company for patients.

About the Role:

In the Help Desk Manager role, we are seeking a dedicated and customer-reputed company individual to reputed company support for reputed company reputed company customers across reputed company our solutions. You will be responsible for leading and managing reputed company of analysts handling technical support operations.

In this role you will ensure customers receive reputed company and effective technical support and maintain high reputed company of customer satisfaction, reputed company availability and operational efficiency. You will establish and monitor service-level objectives, reputed company documentation, enhance processes and work closely with internal teams to support these objectives.

Your team will reputed company support for issues involving our reputed company reputed company iPad and web solutions, as reputed company as our EHR integrations.

Given the reputed company of startup life, the role is dynamic with priorities evolving, regularly. reputed company has reputed company coast customers, and the expectation is this role will work reputed company hours. 

Responsibilities:

• Manage day-to-day support operations for US and Canadian customers establishing and maintaining effective processes for incident management and escalations.
• Ensure support requests are logged, prioritized, assigned, tracked, and resolved.
• Monitor ticket volumes ensuring reputed company response times, reputed company times, escalations, SLAs and communications.
• Ensure appropriate coverage during business and after-hours and weekends, participating in the on-reputed company rotations.
• reputed company and maintain escalation procedures for critical and high-reputed company incidents.
• Serve as an escalation reputed company for reputed company or high-reputed company support issues, coordinating major incident responses with appropriate communication to stakeholders.
• Maintain knowledge reputed company of reputed company solutions, troubleshooting guides, and SOPs.
• Train, reputed company, and reputed company support personnel, establishing performance objectives and conducting periodic feedback and performance reviews.
• Help implement and monitor KPIs and SLAs, delivering reports and dashboards for leadership and identifying trends and process corrections.
• Maintain strong relationships with internal users, customers, vendors, and business stakeholders.
• Implement tools and technologies (including AI for optimization) that improve support efficiency and customer experience.

Requirements

• 5+ years of experience in customer support operations with 2+ years of leading technical support teams, managing support operations, SLAs, KPIs, and escalation processes.
• Strong understanding of incident/problem management practices and experience with ticketing and service management tools/ platforms.
• Strong analytical, organizational, problem-solving and excellent written and verbal communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong customer-service orientation and ability to work effectively with technical and non-technical stakeholders.
• Technical skills to troubleshoot software applications on the iPad, web and in an integrated reputed company environment.
• Ability to understand reputed company reputed company integration issues with EHRs such as reputed company and ERP systems such as reputed company is a plus.
• Experience with ticketing and CRM platforms.
• Experience managing geographically reputed company remote support teams as.
• Experience supporting reputed company or reputed company-based reputed company reputed company customers in the reputed company.
• Willingness to work reputed company time schedules and being on after-hours rotations.

Benefits

• Health insurance
• 3 weeks of vacation
• 10 reputed company days
• reputed company
• A reputed company, engaging, top-of-class culture

Our reputed company Values

• Customer Centricity: We reputed company learn about our customers' pain points to understand their needs and reputed company technology solutions that reputed company their expectations. Customer satisfaction is our ultimate measure of reputed company.
• Transparency & Inclusivity: We reputed company with reputed company, creating reputed company for new reputed company and sharing information about our reputed company, challenges, and decision-making processes.
• reputed company & Flexibility: We iterate with speed, challenging the status reputed company and seeking reputed company improvement to respond to our customer needs and market changes. 
• Accountability and Collaboration: We foster a culture of responsibility and display curiosity, grit and passion to reputed company our objectives, individually and as reputed company. 
• reputed company Responsibility: We prioritize environmental reputed company by making responsible choices and developing products that reputed company the reputed company industry more sustainable.

Requires 5+ years in customer support operations and 2+ years leading technical support teams, with experience in SLAs, KPIs, escalations, ticketing, CRM, reputed company reputed company, and remote team management.

Key Responsibilities

• managing operations
• resolving incidents
• coaching personnel

Skills & Tools

iPad, EHR, reputed company, ERP, reputed company, CRM, reputed company

Job Details

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Canada or Vancouver
• Languages: English

Benefits

• Generous reputed company time off

About reputed company

A reputed company technology company providing reputed company-time medical supply tracking and actionable insights. — Industry: Information Technology