Support Operations Manager

August 27

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Cerbo EHR

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Direct Pay • Functional Medicine • Concierge • Custom Forms • Patient Portal

11 - 50

Description

• Main POC, responsible for managing the support team and triaging high priority incoming tickets from 8:00 AM EST to Noon; providing leadership, coaching, and ensuring workload balance and coverage amongst the support specialists. • Work closely in supporting the Support Team Lead to help meet team responsibilities, goals and improving overall operations. • Promote best practices, analyzing and establishing processes to help drive a continuously improved environment. • Developing and maintaining standard operating procedures for common situations. • Help improve internal/external training methods to get CSR’s and customers up to speed more efficiently. • Help identify gaps, provide consultation, training, and solution discovery or recommendations where needed. • Track/analyze/consolidate tickets from customers and third-party requests to help identify areas of improvement and make recommendations on where we can make changes to the system or provide self-service tools to alleviate repetitive support burden. • Improve Freshdesk operations and help the team use the tool more effectively and efficiently to gather and analyze metrics to make strategic decisions. • Willingness/team player to take on a couple phone support shifts weekly, answer daily tickets to help ease the queue and fill in as needed for weekend/holiday after hours (occasionally in rotation). • Own special miscellaneous projects determined by leadership related to improving operational efficiency.

Requirements

• 5+ years of technical support experience, through a combination of technology, commercial and / or consulting, preferably in Healthcare/IT and/or EHR • Managing Freshdesk or Zendesk experience preferred • Strong work ethic and prior experience leading teams, either in Support, Account Management, or any technical capacity • Creative and result-oriented: your enthusiasm, energy and creative thinking make problem-solving intriguing, while your sense of urgency means you deliver results consistently. • Good mediation skills are critical and empathetic interpersonal skills are vital • Highly dependable and professional.

Benefits

• Competitive compensation based on experience • Health, dental and vision benefits • 401(k) with matching company contribution • Short-term disability & long-term disability insurance • Paid Time Off • Full suite of remote working tools and processes