Customer Technical Support Manager

Job Description

The Support Manager leads the technical and customer support team which provides technical support for all Core Sound Imaging software solutions. The Support Manager is passionate about customer service experience and is in constant pursuit of improving internal processes, revealing opportunities to improve efficiency and success of individual team members. This role is a liaison between our clients and the company, advocating customer needs and reporting feedback to impact future product development and service quality.

The Support Manager ensures the smooth daily activities of this support team, ensuring that SLAs are met and that quality targets are reached and maintained, and other tasks of team members are completed successfully. The Support Manager will work to set clear goals for support team members, provide the necessary training and assistance to help support team members succeed in supporting new and existing customers. The Support manager will work with the management team to determine what additional resources are needed to optimize support team performance.

Significance of Role

Core Sound Imaging has built a reputation for delivering responses, effective support of company offerings. The Support Manager is responsible for ensuring the team has the resources they need to maintain or improve upon the delivery of technical support services, while ensuring support team member satisfaction.

Examples of Key Duties: (Duties are illustrative and not inclusive and may vary.)

Recruit, manage and mentor the technical support team

Manage customer service quality and efficiency results by monitoring, evaluating and improving support team processes.

Working with xxx analyst and COO to maximize utilization of support tools (e.g. helpdesk, knowledge base, etc) to provide consistent and efficient delivery of support services.

Establish, monitor and utilize KPIs to facilitate desired team performance and productivity

Provide timely documentation of defects to relevant internal teams/management, as applicable

Analyze KPIs and other trends to provide feedback as to needs of customer, team and company

Work proactively with other managers and executives in strategic planning to positively impact service levels and efficiencies

Updates written documentation to assist support in the future, where required.

Conducts performance appraisals for the team, identifying weaknesses and offering coaching and mentoring in areas that require it.

Ensures that excellent performance is acknowledged and reasons for success are shared amongst the team to the benefit of all.

Qualifications:

The following qualifications will assist the Support Manager in being successful in this role:

Excellent trouble shooting skills.

Strong written and verbal communication skills,

Customer-oriented and able to interact effectively with varied personalities.

Strong organizational skills.

Ability to manage and prioritize multiple tasks.

Strong technical and analytical skills,

Experience providing product and technical support for a SaaS solution.

Knowledge of DICOM.

Knowledge of HL7.

Medical imaging informatics knowledge

Education and Experience:

Equivalent to completion of 4-years of college-level coursework in computer science, information technology or a related field and experience sufficient to successfully perform the essential duties of the job as listed above. More than 3 years’ experience as a technical support team lead and/or manager.

Company Description

Since Core Sound Imaging began in 2007, we have focused on delivering a superior customer experience with Studycast® - an advanced software as a service (SaaS) image storage and reporting solution (cloud PACS). Core Sound Imaging's focus on innovation is allowing Studycast® to change the face of medical imaging and diagnostic interpretation. Our nearly 2,000 clients in the U.S. and the world rely on Studycast for digital imaging and diagnostic testing workflow solutions that make their lives easier.