Technical Support Manager - Remote

5 days ago

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Theoria Medical

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Theoria Medical is a leader in tech-enabled, value-based primary care, revolutionizing healthcare for senior living communities nationwide. The company employs a fully integrated model of care, combining primary care services with the latest technological advancements to offer a holistic and impactful healthcare experience for seniors. Their innovative offerings include remote patient monitoring, medical directorship, on-site medical staff, telemedicine, and workflow optimizations, all anchored by pioneering technologies like ChartEasy, ChatEasy, and ProphEasy. Theoria Medical is committed to enhancing patient outcomes through digital innovation and serves patients in skilled nursing, assisted living, and independent living settings across the United States.

1001 - 5000 employees

⚕️ Healthcare Insurance

☁️ SaaS

📡 Telecommunications

📋 Description

• Team Management • Recruit, train, and mentor technical support staff. • Set performance goals and conduct regular evaluations. • Create schedules and allocate resources to ensure coverage. • Foster a positive and collaborative team environment. • Customer Support Operations • Monitor and manage the technical support ticketing system to ensure timely resolution. • Escalate critical issues to appropriate departments or management. • Develop and enforce support processes and procedures. • Analyze customer feedback to improve service delivery. • Technical Expertise • Maintain in-depth knowledge of company products and services. • Assist in diagnosing and resolving complex technical issues. • Collaborate with engineering and product teams to address recurring technical challenges. • Reporting and Metrics • Track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores. • Provide regular reports to management on support performance. • Identify trends and recommend solutions for process improvements. • Customer Relationship Management • Build and maintain strong relationships with key customers. • Act as a point of escalation for high-priority issues. • Ensure a customer-centric approach across all support interactions. • Continuous Improvement • Identify training needs and organize workshops or resources for the team. • Evaluate and implement new tools or technologies to improve support efficiency. • Stay updated on industry trends and best practices in technical support.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field. • At least 3 years of experience in managing a technical support team. • Strong technical background with knowledge of relevant tools and technologies. • Excellent leadership and team management skills. • Exceptional problem-solving and analytical abilities. • Strong communication and interpersonal skills. • Ability to work under pressure and handle challenging situations. • Must be amenable to work on a night shift schedule and holidays. • Experience with a healthcare company and knowledge of HIPAA is a plus

🏖️ Benefits

• Paid Time Off: Relax and recharge with paid vacation and sick leaves. • Bonus Boost: Enjoy an extra bonus with our 13th month pay. • Health Matters: Get comprehensive HMO coverage upon regularization. • Weekends Free: Say goodbye to work on weekends and embrace personal time. • Extra Earnings: Overtime opportunities available for additional income. • Work-Ready: We provide the essential work device for seamless productivity.