Manager, Technical Support Specialist L2

| Tampa, FL, USA | Hybrid
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Join PatientPoint to be part of a dynamic team committed to empower better health. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide.



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  

 

About PatientPoint: 
PatientPoint is a leading digital health company that connects patients, healthcare providers and life sciences companies with the right information in the moments care decisions are made. Our solutions are proven to influence patient behavior and improve health outcomes, driving value for all stakeholders. Across the nation’s largest network of connected digital devices in 35,000 physician offices, PatientPoint solutions empower better health for more than 750 million patient visits each year.

Latest News & Innovations: 

  1. PatientPoint hosted the first-ever Upfront dedicated to Point-of-Care. Read more
  2. Learn about our recent achievement in being name 2024 Top Workplace. Read more
  3. Dive behind-the-scenes of PatientPoint's vibrant culture with our Founder & CEO. Read more

What We Offer: 
We know you bring your whole self to work every day. That is why we are committed to providing modernized benefits and cultural perks to our teammates. We offer competitive compensation, comprehensive and affordable benefits, flex time off to rest and charge, where applicable, a hybrid work model, mental & emotional wellness resources and coaching, 401K and more.

PatientPoint recognizes that privacy is important to you. Please read the PatientPoint privacy policy, we want you to be familiar with how we may collect, use, and disclose your information. Employer is EOE/M/F/D/V

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
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An Insider's view of PatientPoint

Amanda

How would you describe the company’s work-life balance?

PatientPoint has a very friendly work environment, and the work/life balance has always been something that I’ve treasured, the flexibility and support is unmatched. The people at PatientPoint have been some of the greatest people I’ve met personally and professionally, they are always willing to lend a helping hand.
Amanda

Amanda

Ad Operations Quality Manager
Kimberly

How do you collaborate with other teams in the company?

What I do impacts people. I turn data into actionable intelligence. As a data scientist, finding insights and sharing those with decision makers is the goal. I work with data engineers, visualization engineers, product managers, and stakeholders to ensure we’re providing the best solution within the scope of our data, technology, and schedule.
Kimberly

Kimberly

Senior Data Scientist
Alan

How does the company support your career growth?

PatientPoint is built on a great company culture that is truly invested in growing the careers of its employees. They welcome ideas and feedback from everyone, and what you say does not go unheard. In my experience, this is a rare thing to find in a company. I've had leaders reach out to say they will help me to grow and advance my career.
Alan

Alan

Account Executive, Client Solutions
Hillary

How do your team's ideas influence the company's direction?

Providing meaningful programming and activities to build a culture that values diversity, equity, inclusion, and belonging. Seeing employees achieve their career aspirations and supporting leaders through listening, coaching and partnership. I’m doing “my work”; the work that energizes me and fulfills my desire to give back.
Hillary

Hilliary

VP - HR, Diversity Equity & Inclusion
Jyothi

How do your team's ideas influence the company's direction?

I'm focused on collaborating closely with the business, strategic product management, and operations teams to find creative ways to increase efficiency in this role to meet organizational goals. I lead product management efforts for platform systems and support, defining technical dependencies and requirements to develop new product offerings.
Jyothi

Jyothi

the Director of Technical Product Management

What are PatientPoint Perks + Benefits

PatientPoint Benefits Overview

We know you bring your whole self to work every day. That is why we are committed to providing modernized benefits and cultural perks to our teammates. We offer: competitive compensation, comprehensive and affordable benefits, flex time off to rest and charge, where applicable, a hybrid work model, mental & emotional wellness resources and coaching, 401K and more.

Culture
Volunteer in local community
We rally behind each other through our own personal health journeys and lift each other up during community health needs by raising awareness, celebrating wins, and support at local events.
Partners with nonprofits
We collaborate with industry-leading organizations to deliver trustworthy patient education and health content that helps change lives. We host a Community Day for in-person volunteering regionally.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Day off for your birthday
In addition to generous FTO, we want each teammate to have time off to celebrate moments that matter, and each teammate has 5 Yay! Days to use. Use it on a birthday, a spouse's birthday, or anything!
Hybrid work model
In-person all-hands meetings
As a company, we organize events and meetings around the Mon/Tues/Thurs anchor days to optimize the impact of the collective. Teams with in-office teammates use these days for all-hands intentionally.
In-person revenue kickoff
Summer hours
President's club
Employee awards
Flexible work schedule
In many roles, PatientPoint offers a hybrid or remote work environment and encourages summer hours for short-day Fridays.
Remote work program
PatientPoint lets all team members work remotely at least twice a week or more, pending their manager's discretion.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
PatientPoint's leadership team is focused on continuous improvement of our DEI+B initiatives. Our goal is to promote a culture of belonging that supports and appreciates a diverse & inclusive career.
Mandated unconscious bias training
Hiring Managers are trained and given resources devoted to unconscious bias training before they are assigned any face-to-face or virtual interviews.
Diversity manifesto
Diversity employee resource groups
We honor diversity through teammate stories, educational opportunities, celebrations, activities and more. Our first ERG, Women's Professional Network, is dedicated to the advancement of women.
Hiring practices that promote diversity
PatientPoint's talent acquisition team uses advanced tools, unconscious bias training, and data to promote diversity in our candidate journey.
Diversity recruitment program
PatientPoint engages with underrepresented talent across the hiring funnel to help build diverse slates and evaluate candidates solely on their qualifications and skills, not their social identity.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Teammates have available to them pre-tax savings and spend accounts for healthcare costs (FSA and HSA) or dependent care costs (DCFSA).
Disability insurance
PatientPoint provides all teammates with STD and LTD coverage, at no cost. Should the unforeseeable happen requiring an extended leave from work, income protection is there.
Dental insurance
PatientPoint offers two DentalDental PPO plans, giving those with bigger care needs such as dependent orthodontia the option to elect additional coverage.
Vision insurance
We've partnered with EyeMed, a network that gives a lot of choices and flexibility. Teammates can choose from thousands of independent and retail providers to find the one that best fits their needs.
Health insurance
PatientPoint offers two Cigna plan options, and provides cost sharing for each. Employees have the option of selecting either a PPO or High Deductable Health Plan.
Life insurance
PatientPoint provides survivor benefits at 2x the teammates annual salary, up to $1M, to ensure families get the support they need should the unthinkable happen.
Pet insurance
Pets are a part of your family too. PatientPoint offers Pet Insurance for the health and wellness of your cat or dog.
Wellness programs
In addition to Confide, PatientPoint offers wellness programs through Cigna. PatientPoint contributes to HSA an amount of $500 annually for those enrolled at the individual level & $1,000 per family
Team workouts
Chair Yoga anyone? Health fair? Walk for a cause? PatientPoint's Culture Club also prioritizes Health and Wellness and finds events fit for everyone.
Mental health benefits
Whether they're feeling stressed, anxious, or depressed, support from Confide can help. Teammates can access 12 coaching/therapy sessions per person, per year, at no cost.
Wellness days
We want each teammate to have time off to celebrate moments that matter and focus on wellness. Along with 4 weeks of FTO, each teammate has an additional 5 Yay! Days to use.
Financial & Retirement
401(K)
Teammates are eligible for 401K plan participation the first of the quarter following their date of hire.
401(K) matching
PatientPoint makes a 3% safe harbor contribution, up to $3,150 annually, to all employee plans regardless of whether or not an employee chooses to contribute
Performance bonus
PatientPoint offers a performance bonus plan for when the company and team members meet targets set by the organization.
Child Care & Parental Leave
Generous parental leave
Whether it's the birth of a child or the adoption of one, teammates have four (4) to twelve (12) weeks of paid leave to bond with their newest family member.
Family medical leave
Teammates are able to secure addition financial protection from unforeseen heath related costs associated with Accidents, Critical Illness and Hospitalization for themselves and their families.
Adoption Assistance
PatientPoint offers a health reimbursement account to support the growing families of our team. 100% of the cost of qualifying procedures (in vitro & cryopreservation) up to $10,000 lifetime max.
Restricted work hours
No meetings Friday afternoons! Avoid scheduling meetings during this time and instead, use the time for projects, planning, etc...
Return-to-work program post parental leave
Company sponsored family events
Holiday parties. Annual Chili Cook Off. Office Tours. PatientPoint encourages family to participate in a variety of activities set aside for teammates.
Fertility benefits
We proudly support the growing families of our team. Teammates may be reimbursed for 100% of the cost of qualifying procedures (e.g., in vitro and cryopreservation) up to a $10,000 lifetime max.
Vacation + Time Off
Generous PTO
PatientPoint offers 4 weeks of FTO, frontloaded each year. Additionally, we want each teammate to have time off to celebrate moments that matter, and each teammate has 5 Yay! Days to use.
Paid volunteer time
PatientPoint organizes Community Days for large group in-person volunteering for each office. Remote teammates have the opportunity to select their own local organization.
Paid holidays
Paid sick days
No one should have to choose between their health and take home pay. All full-time teammates have 7 dedicated paid sick days, unless otherwise required by state law, and part-time teammates have 5.
Flexible time off
Floating holidays
Bereavement leave benefits
Hardship benefits
PatientPoint provides all teammates with STD and LTD coverage, at no cost. Should the unforseeable happen requiring an extended leave from work, income protection is there.
Office Perks
Commuter benefits
Teammates living in other commuter friendly areas with mass transit options, have the ability to defer pre-tax money for transit and parking funds to be used for eligible transportation to the office.
Company-sponsored outings
PatientPoint has occasional team outings, as well as company-wide annual holiday parties and other events, for all employees throughout the year.
Free snacks and drinks
Most office locations have a dining area that includes snacks, coffee, soda and all talkative team members you can handle.
Some meals provided
We celebrate through Culture Club and the DEI+B Celebration Committee. Different events in different spaces always lead to food and drinks.
Company-sponsored happy hours
Depending on the occasion, PatientPoint provides monthly happy hours around the local scene.
Onsite office parking
Cincinnati teammates don't worry about where they will park—we have space in a covered garage. Other team members across the country are offered commuter benefits.
Mother's room
Onsite gym
Professional Development
Job training & conferences
PatientPoint offers a wide range of training programs to all employees, including sales, management and leadership development, as well as access to LinkedIn Learning for each team member.
Lunch and learns
Departments rotate to lead lunch and learns, usually monthly, to give insights on new products, initiatives, or just to celebrate heritage.
Promote from within
Mentorship program
PatientPoint new hires are partnered with a buddy to learn about the business. Interns receive a formal mentor to educate, network & guide. The Women's Professional Network also encourages mentors.
Continuing education available during work hours
Each month team members receive an email including curated courses from LinkedIn Learning.
Online course subscriptions available
Customized development tracks
Paid industry certifications
Teammates are encouraged to grow professionally and discuss opportunities with their direct manager to earn industry certifications and memberships such as SHRM, ATD, Gotara for STEM+, and more.
Personal development training

Additional Perks + Benefits

Our 500+ team maintain an entrepreneurial spirit that keeps us working hard and playing even harder. Our “total rewards” benefit philosophy includes competitive pay (including bonuses and/or uncapped commissions), 401K vesting, medical, dental, vision, generous time off – 25 days of PTO, 7 sick days, holidays, summer hours and many unique cultural perks and offerings to support you personally and professionally.

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