Manager, Technical Support Specialist L2

Job Summary

As Manager of our Technical Support Specialist Team, you will lead a team of Technical Support Specialists and oversee the daily operations of our digital signage network. This team is accountable for monitoring and troubleshooting our digital signage network, in provider offices nation-wide, while ensuring top-tier customer service in a collaborative and innovative environment.

What You Will Do

• Ensure ongoing daily outreach to customers to provide technical support 
• Build relationships with both customers and vendors 
• Efficiently respond to practice and partner questions issues; effectively collaborate with appropriate service resources to ensure resolution in a timely manner 
• Meet expected KPI’s and SLA’s
• Autonomously manage and troubleshoot issues 
• Develop ongoing documentation of practices for all customer interactions 
• Work collaboratively across all teams within the organization

 What We Need

• High school diploma (or equivalent). Bachelor’s degree a plus.
• 3-5 years in a technical support role or customer service role
• Strong work ethic and quality standards 
• Detail-orientation – strong attention to detail and focus on accuracy 
• Proven problem solving and decision-making skills 
• Some travel required

 Desired Qualifications

• 2+ years management experience
• 3+ years in a technical support role

What You’ll Need to Succeed 

• Professional demeanor to successfully represent and serve as part of the PatientPoint brand 
• Ability to quickly learn the Company’s products and services 
• Curiosity and a commitment to continuous learning 
• Motivated self-starter who proactively takes initiative 
• Poise under pressure and ability to work in a fast-paced, high-stress environment 
• Highly effective problem-solver with ability to quickly acknowledge when issues should be escalated 
• Excellent verbal and written communication skills 
• Strong interpersonal skills – ability to establish and maintain influential relationships, utilize empathy, and collaborate closely across multiple teams 
• Exceptional organizational skills and ability to juggle competing priorities
• Advanced skills in Microsoft Word, Excel and PowerPoint