Intelerad
Location

Raleigh, North Carolina,
United States

Job Type
Full Time
Apply Deadline

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Details

Job Description

The Technical Support Manager is responsible for providing 24/7 support to our global customer base. The Technical Support Manager ensures that escalations are addressed efficiently and that Intelerad constantly delivers an outstanding support experience for Hospital clients with the several product lines. You will track key performance indicators to ensure our operational and customer satisfaction targets are met. The Technical Support Manager will also identify opportunities for process improvement and participate in their implementation. In addition, the Technical Support Managers assigned team will manage incidents, changes, escalations on ITIL principles for the Intelerad software running on our clients IT infrastructure or hosted solutions.

Supervisory Responsibilities:

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Assists with escalations from Technical Support

Duties/Responsibilities:

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Manages the Technical Services and L3 teamproduct line, directing and assigning work within the support services and software release functions

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Ensures that the Technical Services team maintains a professional telephone protocol at all times

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Develops systems and strategies for providing ongoing support to customers experiencing problems utilizing Ambra software products

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Increases and maintains technical knowledge of Ambraproduct lines across the organization and customer base

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Establishes and maintains measurements to manage customer satisfaction levels

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Coaches and mentors Technical Services team members to develop their skill and knowledge of Ambra software and customer service techniques

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Responsible for assisting Technical Support personnel with escalation if needed


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