Customer Support Team Lead

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Customer Support Team Lead to join our team. This is a fully remote opportunity based on the West Coast of the United States.
Job Summary
The Customer Support Team Lead is responsible for the day-to-day oversight of one support team (generally 8 - 12 people). Your role is both customer-focused and internally focused, and is to enable your team members to perform in their roles efficiently and effectively through support and coaching. You will have excellent customer care skills, along with good written and verbal communication skills. This candidate must be able to work 9 AM - 6 PM PST.
Duties and Responsibilities

• Triage customer escalations, working with case owners to progress issues and communicating to customers and internal stakeholders
• Provide guidance, instruction and direction in support of your team in achieving goals and key results as established by management
• Review customer satisfaction surveys for your team and follow up on customer feedback in order to maintain or improve customer satisfaction
• Monitor engineers in your team regularly in relation to their case management and customer care skills and ensure a high standard is maintained
• Arrange and attend regular case review and troubleshooting activities; initiate forums when required
• Participate in troubleshooting and problem-solving activities using own experience and established procedures and methodologies
• Define, update and communicate new or existing internal procedures a required
• Stand in as delegates for Customer Support Managers when they are not available
• Administer the support shift schedules
• Participate in supervisor on-call rotation
• Ensure assignment queues are functioning efficiently
• Act as an advocate for management to your team, and as an advocate of your team to management
• Deal with issues that arise within your team quickly and effectively
• Respond to general inquiries coming from team members via Teams
• Identify and recommend your team's training needs to management
• Provide input to Customer Support management on the performance of team members for informal and formal performance assessment

Key Performance Indicators

• Ensure team CSAT exceeds department goals
• Ensure team member meet or exceed established KPIs
• Ensure case backlogs are processed efficiently and reassign resources as needed
• Other duties as assigned and required

Qualifications

• Recognized Leadership skills
• Recognized as a "go-to" person for the team
• Strong problem-solving skills
• Excellent customer-facing, communication and analytical skills
• Knowledge of customer support procedures and practices
• Expert in using support tools such as Salesforce.com, Jira, Knowledge base, etc., and able to guide team members in the use of these tools
• 5+ years experience in a customer-facing technical support or related environment
• Bachelor's degree (Computer Science preferred) or equivalent work experience

Desirable:

• Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
• Understanding of user authentication concepts and administration
• Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
• Understanding and/or experience with Application and Desktop Virtualization, especially Citrix
• Knowledge of Microsoft Active Directory / User Management / LDAP concepts
• Experience in healthcare

This position offers a s alary range of $ 106,8 00.00 to $123,800.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Impri vata's benefi t offerings can be found here . This salary rang e rep resen t s the high and lo w end of Imprivata's salary range for this position.
Actual salaries will vary and may be above or below the range ba sed o n various facto r s , such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws .
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