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Team Lead, Customer Support

5 months ago

Franklin, United States MEDHOST Full time

**Team Lead, Customer Support (Clinical)**

**Location** : Franklin, TN **Job Type** : Internal Direct **Hours** : Full Time **Travel** : No **Relocation** : No **Job Industry** : Computer Software Job Description : The Customer Support Team Lead is responsible for supervising a team of Support Analysts that are providing professional phone support to MEDHOST clients for Clinical applications.

Supervise a team of front line Support Analysts

Expected to develop a thorough working knowledge of each application as well the platforms and operating systems utilized

Assist Support Analysts with live calls and provide second level support

Review tickets daily and conduct 1x1 meetings and call reviews with Analysts

Monitor tickets for adherence to escalation and Customer follow-up procedures

Review tickets with programming/Tier II staff

Monitor incoming call queues, voice mails, e-support tickets and delegate calls and tickets as needed

Review company procedures to ensure compliance

Some interaction with Quality Assurance for testing program changes, new releases, or user documentation

Deployment of software as necessary to meet the business needs of our Customers

Attend and participate in MEDHOST or other job related training courses while maintaining daily department goals

Participation as a Customer beta rep to assist Customers who have installed the latest MEDHOST version to assist moving issues toward resolution and provide explanation or assistance with new software changes

Make on-site Customer visits to assist with new Customer transition or assigned to install a new MEDHOST release software upgrade at a Customer site

Must have ability to participate in on-call rotation, which includes nights, weekends and holidays

Must have ability to work a flexible schedule and overtime hours, including nights, weekends and holidays

Any other duties as deemed necessary to provide quality service to the MEDHOST client base

Required Qualifications : A.S. Degree or higher in a related field preferred

1+ years MEDHOST experience preferred

Strong leadership abilities required

Hospital, clinical, or ancillary applications experience preferred

Previous software help desk experience

Ability to prioritize client issues and escalate or solve with urgency

Demonstrated problem solving and analytical skills

Strong computer skills: Programming background, knowledge of AS/400, Java, Windows Administration, SQL Administration and Networking Administration a plus

Excellent written, proofreading, and verbal communication skills

Must be detail oriented, organized, and have the ability to multi-task

Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives

Must be flexible with a can do attitude and have the ability to remain professional under high pressure situations

Ability to retain and protect confidential material

Negative pre-employment drug tests

Criminal and MVR backgrounds meet our company hiring criteria