A Technical Support Manager or Supervisor manages the work of technical support staff for a company or retail electronics store. Coordinates and supervises technical support operations or technical support services to customers. May train technical staff and help to resolve customer issues.
RingRx is the leading healthcare communications provider in the US. Our technology powers communications for thousands companies in all 50 states. We have been in business since 2016 and have grown to a solid competitive position in the healthcare services industry, including medical and dental practices, behavioral health groups, clinics, hospitals and any other company in our important health services community. Check out our website to learn more at ringrx.com. As the Manager of Technical Support, your primary responsibility is to manage all aspects of RingRx's customer's needs.
Salary Range:
Starting salary is typically between $75,000 and $90,000 annually. The exact starting amount is dependent on the candidate's skills and experience, education, and certifications. This position is located in our office in Ventura, California. Description - RingRx Technical Support Manager is responsible for managing all aspects of RingRx's customer's needs. This includes all interactions starting at the beginning of service as well as assisting customers with ongoing needs.
Location:
RingRx Support Center, Ventura, CA. This position requires on premise work. Key Responsibilities Oversee day to day operations of customer support / onboarding Work with management to identify KPIs for customer experience and drive improvement upon those metrics Help align support and sales engineering to meet specific company-wide goals Managing onboarding process for new customers Conducting product demonstrations of products/services Logging, prioritization and escalation of support issues and requests Develop and maintain good working relationships with clients to promote a high level of customer service Resolution of first line support issues and requests via telephone and remote support Communicating customer requirements to product management teams Providing advanced training and support for the sales/support team Assist with development of support documentation and knowledgebase Provide training for support staff Helping setup policies and procedures to optimize support desk activity Troubleshoot product and feature defects and report findings to development team Occasional travel as required for above. Qualifications To be considered for this position, candidate should have the following skills, experience, and education: A four year college degree or relevant work experience of at least four years. At least two years supervision and management experience which includes training, reviewing, and evaluation of subordinate staff. Highly competent technical skills Fast learner of online software Experience with online support desk software Microsoft Windows, and search browsers Exceptional PC skills Well organized Out-of-the-box thinker who can evaluate processes and make recommendations for improvement Excellent communications skills, written and verbal Very good English, written and verbal A positive outlook with the ability to be flexible and adaptable Good interpersonal skills and the ability to deal with co-workers and customers at all levels Able to operate to time-sensitive deadlines Be able to manage multiple channels of activity Able to apply good judgment to diagnose the level of customer need A positive, confident and client-centric approach to work Experience with first line of support Education College degree is preferred but not required Minimum of 3 years prior technical support experience required Healthcare, SAAS, and/or communications technology experience preferred Proficiency in MS Word, Excel, Outlook, CRM tools and PowerPoint, Zoom Capacity to lift up to 40 lbs Have physical ability to go up and down two flights of stairs
