- Guide and mentor to the Software Support teams to deliver excellent service, provides high quality information and solutions and support to software end-users in medical office settings.
- Ensure the smooth every day running of these core teams, ensuring that service levels are met, or exceeded, and that quality targets are reached and maintained.
- Effectively team with other departments to establish consistency in both service and culture, develop policies and procedures for enhancements, bug fixes, workarounds, and training and cross-functional employee management.
- Act as a direct escalation for customer issues and concerns Create and monitor trend reports to forecast staffing requirements, case commonalities, and enhancement requests.
- Conduct performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that requires it.
- Compile reports on Service Level targets, numbers and types of request, communicating findings and to respond to any further requests for data that are required for analysis.
- Conduct quality control checks and edit work if necessary, identifying and highlighting best practice for Support Supervisors and sharing this with the team.
- Alert Management of any critical software problems and performance issues within the applications.
- Troubleshoot areas of poor performance and identify effective solutions to resolve issues both in the immediate future and for the longer term.
- Reviews Technical Documentation such as Software Guides and Release Notes for software products.
- Facilitates the creation of internal and external communications, knowledgebase content, and other related content.
- 4-year college degree in Computer Science or related field of study or equivalent related work experience.
- Minimum 3 years client facing technical support management experience in a Software organization.
- Experience in Software Engineering or Quality Assurance workflows.
- Excellent communication skills both verbal and written.
- Must be able to thrive in a busy, high call volume environment.
- Proficient utilization of Microsoft Office (PowerPoint, Excel and Word)
- Ability to take initiative and drive process changes for improvements.
- Strong analytical skills; ability to analyze data, find trends and make recommendations for improved processes.
- Strong customer-orientation, ability to provide technical consulting to non-technical users.
- Purpose: Become part of an important missions. At the interface between healthcare and digitization we create the future of e-health.
- Communities: At CGM the people and diversity are in the center of our attention.
- Career Opportunities: We are offering a variety of internal career opportunities and numerous long-term perspectives.
- Security: We offer a secure workplace in a crisis-proof market.
- All-round benefits package: Medical, Dental and Vision as well as 401k with employer matching. Personal Time Off to promote work life balance.
- Work environment: Modern workplaces, flexible working hours, hybrid work options and much more
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Software Support Manager - Richardson, United States - CompuGroup Medical
Description
Create the future of e-health together with us by becoming a Software Support ManagerAt CompuGroup Medical we have the mission of building ground-breaking solutions for digital healthcare. Our vision is revolutionizing how healthcare professionals produce, access, and utilize information and thus enabling them to focus on the core value of their work: patient outcomes.
Your Contribution:
We create the future of e-health.
Become part of a significant mission.
Remote positions are intended to be filled outside of the state of California, Colorado and New Jersey