Software Support Manager - Richardson, United States - eMDs

Description

Create the future of e-health together with us by becoming a Software Support Manager
At 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:

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.

Your Qualification:
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.

What you can expect from us:

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

Convinced? Submit your application now Please make sure to include your salary expectations as well as your earliest possible hire date.

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
CGM is one of the leading e-health companies in the world with more than 9.000 highly qualified employees
Sustainable solutions for constantly growing demands in healthcare
Locations in 20 countries and products in 60 countries worldwide

#J-18808-Ljbffr