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    Manager, Customer Support - Plano, United States - MEDHOST

    MEDHOST
    MEDHOST Plano, United States

    3 weeks ago

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    Description

    **Manager, Customer Support**

    **Location** : Plano, TX **Job Type** : Internal Direct **Hours** : Full Time **Travel** : No **Relocation** : No **Job Industry** : Computer Software Job Description :

    Responsible for providing guidance and direction within their respective area. Responsible for achieving area metrics. Hire, coach, and develop talent within the department. Responsible for managing overall performance of their team.

    **Operational**

    Ensure targeted service and performance standards are achieved or exceeded

    Promote and encourage positive team relationships

    Ownership of issue escalation and management of communication with the Customer and key resources

    Motivate and encourage direct reports through positive communication and coaching

    Assist with recruitment and hiring of qualified and professional candidates

    Establish and manage communication channels across departmental verticals

    Responsible for employee professional conduct and staff development

    Execute plans and initiatives with a strong focus on customer satisfaction

    Understand and execute company procedures to ensure compliance

    **Administrative**

    Facilitates and executes onboarding process, mentoring, and training of new Associates

    Monitor the daily performance of their direct reports

    Manages staffing, scheduling, and workload to ensure business needs are met

    Evaluates call center data trending and provides feedback to leadership

    Assists with the management of Customer escalations with coordination of appropriate resources to ensure timely resolution

    Oversight and direct management of employee performance and goals

    Conducts performance reviews; rewards and assists in managing employees within aligned team

    Approve time and expense

    Assist and contribute to the preparation of annual budget

    Implement policies and procedures with continued process improvement

    Travel to Customer facilities for service recovery to provide leadership support

    Communicates professionally at all levels with Customer, both internal and external

    Responsible for meeting with staff regularly with oversight of daily operations and major projects

    Expected to maintain working knowledge of MEDHOST applications

    Other duties as deemed necessary to provide quality service to the MEDHOST Customer base

    Required Qualifications :

    Bachelor degree in business, computer, or healthcare administration preferred

    Previous software help desk experience valued

    Ability to prioritize client issues and escalate or solve with urgency

    Demonstrates problem solving and analytical skills

    Basic hardware and networking skills required

    Excellent written, proofreading, and verbal communication skills

    Must be detail oriented, organized, and have the ability to multi-task and problem solve

    Independent thinker with fortitude to navigate change

    Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives

    Must be flexible and have the ability to remain professional under high pressure situations

    Ability to retain and protect confidential material

    Strong computer skills in Microsoft Office applications (i.e., Word, Excel, PowerPoint, etc.)

    Negative pre-employment drug test

    Criminal and MVR backgrounds to meet company hiring criteria

    **Additional Requirements**

    This position outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associates.

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