What are the responsibilities and job description for the Technical Customer Support Manager position at Verinovum, Inc.?
Verinovum, a leader in the Healthcare Data Enrichment and Integration Technology industry, is currently seeking a Technical Customer Support Manager for its Tulsa, OK headquarters. The Technical Customer Support Manager be responsible for planning and directing the technical support services team to provide quality customer support to Verinovum clients.
Qualifications Include:
- Bachelor’s Degree in business administration, computer science or information systems from an accredited university required.
- 5 (+) years’ management experience in a technical customer service role with ability to drive departmental results; preferred experience in IT or software company.
- Experience in troubleshooting technologies utilizing SQL, .Net, C# and the like.
- Demonstrated ability to manage effectively, set team goals, develop people to their highest levels of performance and manage through challenging situations.
- Experience with full software development lifecycle from planning, implementation to maintenance.
- Must possess ability to understand, articulate technical requirements, processes and translate that information into technical documentation.
- Requires leadership of 24x7 product and production support environment.
Additional Responsibilities Include:
- Leads the team of Technical Solutions Analysts Specialists to provide remote support for Verinovum customers.
- Monitor, manage, and improve workflow processes in these areas and works to continuously hone efficiency.
- Monitor and improve team performance metrics.
- Analyzes team productivity and efficiency and makes decisions on how to improve them to increase customer satisfaction, retention, revenue growth and financial results.
- Ensures all service level agreements are integrated into support priorities.
- Develops and monitors application of operating systems including policies and procedures, operating structure, information flow and systems that provide answers to common questions and problems.
- Expedites service and bug fixes and manages escalation complaints.
- Reports new or recurring problems to product management and/or product development departments.
- Ensures volume of work produced meets product/service standards and exceeds quality standards.
Benefits Include:
- Medical
- 401(k)
- Company paid Dental, Vision and TeleHealth
- Unmetered PTO
- Snacks, drinks and FREE GUM!!!
Verinovum was founded in 2013 in response to a failing health information technology marketplace. Verinovum’s Data Enrichment and Interchange Platform-as-a-Service (PaaS) supports millions of lives across the United States by focusing on the aggregation, normalization and enrichment of data from disparate sources. Our platform enables health data interchange, community-wide care coordination, and decision support in pursuit of the triple aim.
Verinovum is an equal opportunity employer and does not discriminate based on race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.