Team Manager, Application Support

Summary about this job

Detail information about job Team Manager, Application Support. Terms and conditions vacancy

• Intrahealth is a global software and associated services company
• Solutions for the Canadian, Australian and New Zealand healthcare markets
• Great culture and fast paced environment

Intrahealth is a global software and associated services company supplying world class solutions to the Canadian, Australian and New Zealand healthcare markets.

At Intrahealth, we provide excellent service by connecting to our customers, analyzing their needs, and offering solutions. If you're someone who cares about people, and is interested in working with world-class healthcare software, you'd be a great fit for our team!

This position requires a solid technical background combined with proven customer service experience and a strong management background. This includes the ability to problem-solve and the ability to motivate a team to achieve specific goals, along with proven leadership skills, communication skills and organizational skills, are essential to perform well in this position.

Supervise the team that will troubleshoot issues and answer queries for electronic medical record software, assisting customers over the phone and through email with the software and ensure proper documentation of all issues are tracked, worked on and resolved.

Relationships
Reports to the Manager, Small / Medium Support Services.

Functional Duties and Responsibilities

• Manage support team members and evaluate performance against established key performance indicators (KPIs)

• Ensure customer service requests (tickets) are escalated and assigned in a timely manner

• Manage the onboarding of new Application Analysts (train, mentor, etc.)

• Set high customer service standards and hold staff accountable to those standards

• Contribute to improving customer support by actively improving processes and activities that fall below these standards

• Work with the manager to implement best practices throughout the entire support process

• Actively collaborate with other team members and develop strong working relationships with clients, application analysts/training team, and other key stakeholders

• Manage multiple priorities daily in a professional and timely manner using good judgment to prioritize tasks

• Actively drive issues to resolution within the appropriate timeframes as set by our SLA’s and Quality Programs

• Translate technical information into appropriate language so it can be understood by non-technical clients

• Work collaboratively with other teams to manage, monitor, and maintain the knowledge base

• Review Software Change Records as raised by the Application Analysts, including content review, prioritization, risk assessment

• Ticket escalated issues / queries with proper documentation and notes

• Answer escalated phone and email issues in a prompt / efficient manner

• Troubleshoot escalated issues that occur

• Follow proper escalation procedure for issues

Qualifications

• Technical Diploma or Bachelor’s degree preferred

• 2 years supervisory experience and 4 years working in a helpdesk / technical support environment

• Must have solid basic technical knowledge (hardware, software, networking, etc.)

Skills and Personal Attributes

• Excellent oral and written communication skills with the ability to express ideas clearly in writing or over the phone

• Effective interpersonal skills with the ability to deal professionally with people in a tactful and respectful manner, and to maintain effective working relationships with customers

• Effective organizational skills and the ability to work well under pressure with frequent interruptions, cope with a demanding workload, and to meet deadlines

• Ability to work independently and collaboratively as part of a team

• Ability to exercise sound judgement and problem solve, including how and when to escalate issues

• Ability to perform assignments with minimal supervision and to take initiative

• Ability to comprehend, explain and follow complex guidelines, policies, and procedures

• Proficiency with technology in a Windows environment