Title: Manager, Technical Support Specialist

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.

We are all about making the doctor-patient engagement better and you could be a part of our journey! 

What You Will Do

• Lead an enthusiastic team of Technical Support Specialists in achieving the health of our network of digital devices 
• Achieve and exceed set KPI’s and SLA’s and coach accordingly 
• Efficiently respond to practice and partner escalations; effectively collaborate with appropriate service resources to ensure resolution in a timely manner
• Develop ongoing process documentation and train as needed 
• Collaborate cross-functionally with other leaders within the organization for Enterprise-wide improvements and process enhancements

What We Need

• High school diploma (or equivalent); Bachelor’s degree preferred
• 2+ years management experience
• 3+ years in a technical support role
• Proven track record of 3-5 years in a technical support or customer service role
• Strong work ethic with a commitment to high-quality standards
• Demonstrated problem-solving and decision-making abilities
• Ability to autonomously manage and troubleshoot technical issues
• Experience meeting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Proficiency in developing comprehensive documentation for customer interactions
• Willingness to travel as needed

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 
• Excellent verbal and written communication skills for providing clear work direction, coaching opportunities, and performance updates
• Motivated self-starter who proactively takes initiative to identify gaps within team processes and performance areas
• Curiosity and a commitment to continuous learning
• 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 
• 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