Job Details

TEEMA


Support Manager


Title: Support Manager (Remote)Job ID: JC7974391020We are seeking an exceptional senior support manager, with demonstrable experience building teams, career pathing, leading through change and high growth companies as well as passion for the customer. This role is accountable for building and leading a team of Level 3 and Dev Ops teams supporting the Provider portfolio.As Support Manager, you will work closely with customers, customer success managers, client engagement managers, sales, product management and engineering and provide feedback and influence leadership on ways support can enhance customer experience.In order to succeed, you must have the passion and energy to work in an entrepreneurial and fast paced environment.What you’ll do:Develop and lead a team of Technical Support Engineers.Providing enterprise-level, world-class customer support, servicing customers and internal teams.People management responsibilities, including recruiting, career development, performance management. Identify patterns and trends in tickets to resolve issues holistically. Advocate/manage needed changes in product Manage to KPIs, including quality, process and procedures.Leading, mentoring and coaching the rest of the Support team.Partner with engineering and product management to manage critical situations and incidents proactively and reactively Act as On-Call Support leader or escalation contact.What you’ll need:7-10 years’ experience in managing IT or Support organizations with Healthcare experience.Bachelor’s degree or deep, relevant technical experience Experience managing up to ensure executive teams are aware.Understanding of enterprise software implementations and SaaS technologies.Ability to monitor and manage the Support queues ensuring there is minimal backlog and identify brewing client escalations proactively.Expert competencies in managing escalated accounts, and driving incident, problem, and escalation management to successful resolutions.Proven track record of mentoring other Support leaders For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.comBy applying to TEEMA on any job portal implies you are entering into a business relationship with us and therefore grants TEEMA consent to send you further job updates or industry and company related information.

Job Category:  [ View All Jobs ]
Degree:
Experience (years): Unspecified
Job Location: East Lansing, MI USA
Job Location Zip/Postal Code 48823
Posting Company Type Employer
Post Date: 10/22/2020 / Viewed 4 times
Contact Information
Company: TEEMA


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