Senior Manager, Technical Support

📋 Description

• Design and accomplish Technical Support objectives and goals that align with the organizational vision.

• Oversee and guide a team of Technical Support specialists and associates while spearheading the development of the vision and strategy for the support service team.

• Ensure that targeted service and performance standards are not only met but surpassed.

• Implement tactical plans and initiatives that enhance customer satisfaction through phone, email, and other communication channels, resulting in increased collegiality and trust, which will lead to lower attrition and improved productivity.

• Create and manage communication pathways within and among cross-functional teams, including but not limited to engineering and customer success, serving as the liaison to relay customer feedback to the Senior Management Team.

⛳️ Requirements

• Over 5 years of experience delivering enthusiastic and empathetic technical support and customer service in a software as a service (SaaS) environment.

• Exceptional communication abilities (phone, email, chat, and documentation) with a proven history of continuous improvement.

• More than 2 years of experience in Linux system administration and at least 3 years of experience with Salesforce.

• Practical experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications.

• Experience with healthcare interface/integration and medical imaging (DICOM) is advantageous.

• Familiarity with supporting FDA-regulated software as a medical device (SaMD) is a plus.

• You integrate AI as a fundamental aspect of your workflow, utilizing tools like ChatGPT to boost productivity and output.

🏝️ Benefits

• Medical

• Dental

• Vision

• 401(k)

• Generous vacation