Manager Technical Support
Job Description
Reporting into Senior Management, you will be a crucial member of the Technical Support Team at Commure + Athelas. You will provide both technical and operational leadership, focusing on team growth, customer satisfaction, and efficient support operations.
Requirement(s)
Responsibilities Provide strong technical and operational leadership for one of our support teams. Hire, train, and mentor new staff as needed. Manage day-to-day operations, including scheduling shifts and handling after-hours emergency support. Prioritize and distribute inbound cases, ensuring adherence to SLAs and department policies. Participate in high-profile customer case management calls and act as the primary contact for issue resolution. Work with support leadership to manage goals, metrics, and reporting. Successfully manage cross-functional task teams through critical and highly visible customer service events. Provide feedback to Senior Management on product challenges and support trends. Identify and implement process improvements to enhance support team efficiency. Requirements BS in Computer Science or related discipline. Prior experience in the Healthcare industry. 5+ years of direct software vendor Technical Support Management experience OR a minimum of 2 years as a Sr. Technical Support Engineer or Tech Lead. Excellent people management skills, including career development, mentoring, and coaching. Proven track record of working in high-paced, agile business environments. Strong communication skills, both oral and written. Solid foundation in analytical and structured approaches for solving technical and business problems. Demonstrated experience in building and expanding customer relationships. Proficiency with mainstream management tools such as Microsoft Excel, PowerPoint, and Visio. Familiarity with web development technologies (Java/Apache Tomcat/PHP/HTML/XML/JavaScript).
