ApplicationProduct Support Manager
ApplicationProduct Support Manager
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1 Vacancy
Job Description
Job Title: Application/Production Support
Location: Queens NY(Remote Position but must be willing to travel onsite for meeting to LIC & Lower Manhattan when needed and to meet with us at our office (in NYC)
Duration: 36 Months
Interview: Webex
Key Responsibilities:
- Lead mentor and manage a team of technical support specialists who are responsible for providing support to customers who use the companys products or applications.
- Ensure that the team meets or exceeds customer service level agreements (SLAs) and performance metrics such as firstcall resolution (FCR) rate average handle time (AHT) and customer satisfaction (CSAT) scores.
- Continuously monitor the support teams performance and identify areas for improvement. Develop and implement plans to improve efficiency productivity and quality of support.
- Oversee a product support team by coordinating triage issues and production support.
- Work closely with other teams such as product management engineering and QA to ensure that support issues are prioritized tracked and resolved in a timely manner.
- Collaborate with sales marketing and customer success teams to understand customer needs and provide feedback on product or application improvements.
- Develop and maintain product or application documentation knowledge base articles and training materials to support the team and customers.
- Ensure that the support team follows established processes and procedures for handling customer issues including ticket triaging escalation and resolution.
- Stay uptodate with the latest product or application features updates and releases. Provide regular product or application updates to the support team and customers.
- Handle escalated customer issues and provide exceptional customer service to resolve complex or sensitive problems.
Qualifications:
- Bachelors degree in computer science information technology or a related field.
- Experience working with Vital Records Systems.
- Understanding the technical aspects and operation of components that make up all systems within the vital records ecosystem; these include Javabased applications .NETbased applications web services SSIS packages and stored procedures.
- Knowledge of .NET applications SQL Server XML and HL7
- Experience working with electronic data interchange (HL7 XML) including implementation and testing.
- Strong analytical skills and ability to manage and report complex information.
- Experience with data collection analysis and interpretation. Experience with writing queries in SQL.
- Desire to grow professionally develop new skills and willingness to work outside of comfort zone. Experience working with the public health sector and coordinating projects involving multiple stakeholders.
- Ability to prioritize and work in fastpaced environment with hard deadlines.
- At least 5 years of experience in technical support or customer service preferably in a software or technology company.
- Proven track record of managing a technical support team and achieving performance targets.
- Strong technical skills and experience with software or application support troubleshooting and problemsolving.
- Excellent leadership communication and interpersonal skills.
- Customercentric mindset and the ability to empathize with customers and understand their needs.
- Strong organizational and project management skills.
- Experience with CRM systems ticketing tools and knowledge management systems.
- Ability to work under pressure manage multiple priorities and adapt to changing circumstances.
- Experience in the software development life cycle (SDLC) and Agile methodologies
Employment Type
Full Time
