Customer Support Manager

1 week ago

Folsom, United States OPEEKA INC Full time

**Job Title: Customer Support Manager**

**Pay Scale**:$68,000 to $105,000 annually**

**Location: Folsom, CA**

**About Opeeka**

Person-Centered Intelligence Solution (P-CIS), Opeeka’s principal technology, is a patient outcomes platform that connects to care organizations’ existing technology to extend its capability to support value-based care. Payers, states, counties, and care providers use P-CIS to unify the continuum of care, reduce burden on staff, and improve patient outcomes. There is no other technology on the market like P-CIS. It is the only platform to symbiotically work within the ecosystem of care technology to improve workflow, outcomes, care coordination, and overall care system performance.

Opeeka is searching for individuals to join our team who are comfortable working in a fast paced environment and are interested in leveraging their proven skills to help Opeeka capitalize on the significant growth opportunities ahead. If you are someone who is looking for an exciting opportunity with an early stage technology leader, keep reading.

**Company Benefits**

Opeeka offers a full range of competitive Company benefits to eligible employees.

**Vacation**

Full-time employees are eligible to earn and accrue vacation upon the first day of work. All full-time employees are eligible to accrue at least 80 hours of paid vacation time annually, and annual vacation time increases based on tenure.

**Sick Time**

All employees will be granted 5 days (40 hours) of paid sick leave in a lump sum at the time of hire and subsequently, at the beginning of each year on January 1st. Employees may begin to use paid sick leave on their 90th day of employment (or sooner, if applicable law requires). Employees can use up to 5 days (40 hours) of paid sick leave per year.

**Holiday Pay**

Upon hire, all employees will receive holiday pay for the Company observed holidays, which includes all Federal Holidays and the day after Thanksgiving.

**Medical Insurance Benefits**

Opeeka provides the option of a comprehensive medical insurance plan for eligible full-time employees and their dependents. Employees are eligible to enroll in the medical program on the first of the month following 30 days of continuous employment. The Company will pay a portion of the medical insurance premium, up to $550 per employee and up to $450 for covered dependent(s). Medical insurance benefits are available to employees, the employee’s spouse or registered domestic partner, and the employee’s legal dependents.

**Dental and Vision Benefits**

Eligible full-time employees may also enroll in an employee only, an employee plus children or a family contract on the first of the month following 30 days of employment.

**Retirement Plan**

Opeeka provides all employees who complete 90 days of employment with a SIMPLE IRA plan which is an excellent means of long-term savings for your retirement. For eligible employees, the Company will contribute a dollar-for-dollar contribution match, up to 3% of the employee’s annual compensation.

**Job Summary**

We are seeking a dynamic and knowledgeable Customer Support Manager who will lead our customer support team and also act as an expert in our software product, serving as the go-to expert for the customer support team and implementation specialists. The Customer Support Manager will act as the escalation for Customer Support Agents and end users of Opeeka’s software products, ensuring timely and accurate resolution to their issues. Provide monthly and quarterly reporting on Customer Support tickets and related KPIs. Manage Customer Support personnel, providing ongoing direction and feedback on their responsibilities and job duties. Deliver quarterly performance check-ins and annual performance appraisals.

**Duties & Responsibilities**
- ** Product Expertise**:Develop a comprehensive understanding of our software product, including its features, functionalities, and technical aspects, to serve as the go-to expert for the customer support team and implementation specialists.
- ** Training Material Development**: Develop software training materials and approve materials prepared by team members, ensuring accuracy, clarity, and effectiveness in conveying product knowledge and troubleshooting techniques.
- ** Customer Issue Resolution**: Oversee the timely and effective resolution of customer inquiries, complaints, and issues to ensure high levels of customer satisfaction.
- ** Software Testing Support**: Collaborate with the software development team to support software testing efforts, ensuring that all bugs and enhancement requests identified by the support team are logged into software development tracking system(s) promptly and accurately.
- ** Customer Support Leadership**:Lead and mentor the customer support team, providing guidance, training, and support to ensure they can effectively troubleshoot issues and deliver exceptional service to our customers.
- ** Process Improvement**: C

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