Context of the role:
Reporting to the Support Director, the Support Manager is responsible for executing day-to-day onboarding and
support of clients.
Key Responsibilities:
Define Company Procedures
- Own the support and incident management procedures in line with industry standards (ITIL etc)
Onboard Customers
- Complete the onboarding journey including, education, training, technical set-up, invoicing setup, etc
- Provide white glove support during key phases after Go Live to ensure a high customer experience.
- Working with the sales team, continually adapt and improve the onboarding process to maximise
customer satisfaction.
Operate the Support Desk
- Implement and oversee a 24*7 global support desk and team to resolve client issues.
- Support application troubleshooting and liaise with 3rd party solution development and hosting
providers to resolve issues.
- Collect client input on access and usage of platform features and issues to pre-empt issues and steer
development team.
- Work with your team to allocate shifts to meet SLAs
- Work with product teams to review upcoming changes and assess customer impact.
Own SLAs Customer Satisfaction
- Measure and track support SLAs and customer satisfaction
- Be empowered to drive change throughout the organisation to achieve defined goals.
Job requirements
- Minimum of 3 years in technology/software service management managing a team
- Strong technical skills (Java, Sprint, React, Azure, SQL Server)
- Individual with strong problem-solving skills and excellent customer service
- Proven ownership of processes and team management to meet SLAs
- Hands-on experience in technical support and incident management with any certifications a plus (eg
ITIL)
- An individual that has strong written and verbal communications
- A strong work ethic and ability to navigate and thrive in fast-changing environment.
- Preferably knowledge of healthcare operations
- Preferably someone that has 2 years of experience within a start-up environment.
- Preferably an individual that has some programming experience
