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Franklin

    Team Lead, Customer Support - Franklin, United States - MEDHOST

    MEDHOST
    MEDHOST Franklin, United States

    1 week ago

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    Description

    **Team Lead, Customer Support (Clinical)**

    **Location** : Franklin, TN **Job Type** : Internal Direct **Hours** : Full Time **Travel** : No **Relocation** : No **Job Industry** : Computer Software Job Description : The Customer Support Team Lead is responsible for supervising a team of Support Analysts that are providing professional phone support to MEDHOST clients for Clinical applications.

    Supervise a team of front line Support Analysts

    Expected to develop a thorough working knowledge of each application as well the platforms and operating systems utilized

    Assist Support Analysts with live calls and provide second level support

    Review tickets daily and conduct 1x1 meetings and call reviews with Analysts

    Monitor tickets for adherence to escalation and Customer follow-up procedures

    Review tickets with programming/Tier II staff

    Monitor incoming call queues, voice mails, e-support tickets and delegate calls and tickets as needed

    Review company procedures to ensure compliance

    Some interaction with Quality Assurance for testing program changes, new releases, or user documentation

    Deployment of software as necessary to meet the business needs of our Customers

    Attend and participate in MEDHOST or other job related training courses while maintaining daily department goals

    Participation as a Customer beta rep to assist Customers who have installed the latest MEDHOST version to assist moving issues toward resolution and provide explanation or assistance with new software changes

    Make on-site Customer visits to assist with new Customer transition or assigned to install a new MEDHOST release software upgrade at a Customer site

    Must have ability to participate in on-call rotation, which includes nights, weekends and holidays

    Must have ability to work a flexible schedule and overtime hours, including nights, weekends and holidays

    Any other duties as deemed necessary to provide quality service to the MEDHOST client base

    Required Qualifications : A.S. Degree or higher in a related field preferred

    1+ years MEDHOST experience preferred

    Strong leadership abilities required

    Hospital, clinical, or ancillary applications experience preferred

    Previous software help desk experience

    Ability to prioritize client issues and escalate or solve with urgency

    Demonstrated problem solving and analytical skills

    Strong computer skills: Programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration and Networking Administration a plus

    Excellent written, proofreading, and verbal communication skills

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

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

    Must be flexible with a can do attitude and have the ability to remain professional under high pressure situations

    Ability to retain and protect confidential material

    Negative pre-employment drug tests

    Criminal and MVR backgrounds meet our company hiring criteria

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