Senior Manager
Technical Support
Posted on 3/31/2023
Remote • United States
Experience Level
Desired Skills
Android Development
Customer Service
  • 5+ years' experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service
  • Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
  • 2+ years Linux system administration and 3+ years using Salesforce
  • Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
  • You ramp-up quickly and become a Viz expert manager within 60 days
  • You routinely monitor your team's performance with turning customers with issues into our biggest fans
  • You are known for always being responsive, accountable, and demonstrate following through
  • Your professional communication is top-notch
  • You become an ally your teammates and customers know they can count on
  • Develop and achieve Technical Support objectives and goals to support the organizational vision
  • Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team
  • Ensure targeted service and performance standards are achieved or exceeded
  • Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity
  • Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team
  • You are driven to help Viz reliably connect patients to lifesaving care
  • You excel at prompt, clear, and friendly communication
  • Never satisfied when a problem just goes away, you always get to the bottom of it
  • You enjoy being a calm, clear, and caring voice when someone needs your help
  • You thrive in a highly accountable environment, and are not afraid to have fun at wor
Desired Qualifications
  • Healthcare interface/integration and medical imaging (DICOM) experience is a plus
  • Experience supporting FDA-regulated software as a medical device (SaMD) is a plus

201-500 employees