Technical Support Manager

Description

Home Care Pulse (HCP), a SaaS leader in the post-acute healthcare market, has an exciting opportunity for a Technical Support Manager.

First, a bit about HCP. Founded in 2008, Home Care Pulse set out to enhance patient outcomes through top-tier online training for post-acute and residential living providers. Today, with 250 team members, 3.2k clients, and an impact on over 1M patients' lives, our Care Intelligence Platform offers employee engagement, continuing education and training, satisfaction surveys, and reputation management tools to help providers become the best employer and care provider in their area.

Position Overview:

HCP is seeking a skilled Technical Support Manager, who will develop a deep understanding of the technical support processes and assist with technical support cases on the Customer Support team. This role demands a leader with an in-depth understanding of the company’s products and services and who is adept at assisting customers and training team members.

Key Responsibilities:

• Directly reports to the Customer Support Manager
• Develop a strong understanding of all support related technical processes
• Help maintain and develop clear, in-depth documentation of internal processes
• Work independently and with a team of Customer Support Associates supporting our customer base
• Display a strong commitment to the success of HCP customers, going above and beyond to deliver top-notch service at every touchpoint
• Communicating with customers over the phone, email and sometimes video calls
• Answering questions with an In-depth understanding of the company’s products or services
• Respond to inquiries from customers in a timely manner
• Communicate across teams internally to get answers for customers and other team members
• Work between many different software’s and systems to assist customers
• Assist Customer Support Manager with training

Qualifications

Required Skills

• Strong technical aptitude and computer literacy
• Strong problem-solving skills
• Work independently and as a member of a team
• Effective time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively and meet deadlines
• Excellent organizational skills and attention to detail
• Excellent interpersonal and customer service skills
• Open minded, resilient, and flexible
• Great communication abilities, including written and verbal communication
• Patience, empathy and professionalism
• Full time work schedule
• Able to work in our Rexburg, Idaho office

Experience and Qualifications:

• 1 years of professional experience in customer service
• Deep understanding of information technology processes
• Self-motivated, driven and a positive attitude are a must
• Confident, with strong interpersonal skills and a true team player
• Prolonged sitting at a desk and working at a computer