The Manager of Support leads the Technical Support Team which serves as the frontline point of contact for the SmartCOP customer base at public safety agencies (law enforcement, 911 dispatch centers, and correctional facilities).
What your impact will be:
- Leading the Technical Support Team;
- Managing day-to-day activities of the team;
- Setting targets and metrics for team accountability;
- Auditing and improving processes and procedures that will result in faster ticket response times and a better customer experience;
- Creating and executing a training program for ongoing team learning and understanding of the different aspects of the product portfolio;
- Interacting with customers to manage relationships and address issues;
- Ensuring that customer requests are responded to and resolved in a timely manner;
- Working with internal partner departments to escalate and address customer requests, as necessary;
- Developing members of the team;
- Coaching members of the team, as necessary. in troubleshooting issues;
- Preparing regular status reports of ticket volume, response times, resolutions, etc.
- Up to 30% travel visiting customers
What we are looking for:
- A strong leader who can lead the team and take it to the next level;
- A person who is skillful and passionate about both serving customers to provide the best possible customer experience as well as growing and improving a diverse technical support team;
- Excellent and mature customer service and interpersonal skills;
- Basic technical knowledge and understanding of technical concepts;
- Good character, values honesty and trust;
- Ability to manage multiple priorities and get results;
- Bachelor’s degree strongly preferred in a technical discipline.
What would make you stand out:
- SQL
- Windows Server
- Windows PowerShell
- JIRA Service Desk
- The ability to research and troubleshoot software and technical problems
Salary range: $65,000.00 - $75,000.00/year.
Skills Required
- Bachelor's degree in a technical discipline
- Experience in leading a technical support team
- Basic technical knowledge in troubleshooting
- Strong customer service and interpersonal skills
What We Do
For over 25 years, Harris Healthcare has been rising to the challenge of bringing together the most innovative and sustainable solutions for today’s ever-changing healthcare environment, in order to improve patient care and safety. Each one of our solutions brings organizational efficiencies on its own. Powerful synergies are achieved when multiple solutions are implemented together. The Harris Healthcare portfolio includes the following solutions: ♦ HARRIS Flex - an enterprise-level EHR solution that improves patient safety and clinical workflows. It includes a full complement of applications integrated in one single database, provides solid clinical decision support to your clinicians and helps standardize care while enforcing protocols and best practices at any Healthcare Organization. HARRIS Flex conveys the digital solution’s flexibility and strength. Healthcare organizations are continuously faced with new challenges and situations and require flexible EHR’s that can be rapidly adapted to their evolving clinical practice. Contrary to other EHR solutions which are inflexible and where customizations require costly support from the vendor, HARRIS Flex gives you the freedom to "flex" your EHR as you need it entirely on your own. The enhanced HARRIS Flex solution comes with new functionality including: ♦Flex Telehealth which enables virtual visits directly from within the EHR/EPR, and ♦Flex Clinical Insight which facilitates extraction and analysis of your EHR/EPR data to improve your processes and outcomes. ♦ SynergyCheck – a proactive interface monitoring solution watching over Clinical, Financial and other interfaces 24/7 to ensure data is flowing between systems
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