FLSA Status: Non-Exempt
Reports to: Director of Operations

Performance Planning: Under minimal supervision, is responsible for managing and directing MedSym Solutions’ Technical Support Department. This position will be responsible for developing and executing a support plan based on directives from management and will lead by example to drive excellence in technical support and customer service.

Key Responsibilities and Essential Functions:

1. Ability to oversee problems and ensure prompt, efficient resolution – includes the ability to personally resolve tickets when necessary.
2. Train, evaluate, coach and counsel employees to improve performance in troubleshooting and customer service to meet all required standards.
3. Ability to identify and establish change to tools, processes and/or training as needed to improve technical support and the overall customer experience.
4. Implement best practices and consistency throughout the department and remain abreast of new products and technologies.
5. Ensure optimal staffing and productivity levels through efficient monitoring of staff, with the goal of meeting peak service demands. Manage performance activities, customer satisfaction and expense forecasting.
6. Coordinate with other departments as necessary to ensure proper handling of customer issues and concerns.
7. Institute a call center methodology and mentality with defined measurements and service levels and produce Software Support Metrics on a daily and/or weekly basis as requested by management.
8. Communicate complex technical releases and issues to a wide audience. This includes those without technical knowledge or experience, internally as well as externally, both verbally and through written mediums. Act as a liaison between MedSym Solutions and its clients.
9. Oversee daily and/or weekly “ticket grooming” and provide status updates to affected client(s).
10. Oversee management of internal and external client knowledgebase.
11. Other duties and responsibilities as assigned by management.

Minimum Knowledge, Skills and Experience Required:

• High energy, positive “can-do” attitude
• A minimum of two (2) years of verifiable experience as a technical support specialist
• A minimum of two (2) years of verifiable experience managing an end-user technical support department
• Ability to deal courteously and effectively with customers.
• Excellent verbal and written communication skills.
• Critical and analytical thinking skills.
• Working knowledge of Microsoft Office Suite, Remote Desktop Concepts, Citrix, Microsoft Terminal Services and software programs and tools typically employed in a technical support environment.
• Broad functional knowledge in all aspects of technical support management, including training and staff development; support planning; logistics; and delivery quality. 

Preferred Skills:

• Dale Carnegie Leadership Methodology
• 2 years of medical software support experience
• Working knowledge of Call Center Software
• General knowledge of EHR/EMR systems

Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting up to 30 pounds. It is necessary to view and type on computer screens for prolonged periods of time. Position will potentially require overnight travel, by car and/or airline.