Lead, Technical Support Operations

2 weeks ago

Minneapolis, Minnesota, United States Change, PBC Full time
About Change, PBC:

Change, PBC is a premier technology provider dedicated to enhancing home and community-based care solutions. Our mission is to create a seamless ecosystem that connects patients, caregivers, and healthcare organizations, ensuring that individuals can thrive in their own environments.

Position Overview:
We are looking for a dynamic and skilled individual to take on the role of Supervisor for Technical Support Operations. This position is crucial in our commitment to delivering exceptional service and support to our clients. The Supervisor will report directly to the VP of Technical Support and will be based in our operational center.

Key Responsibilities:

  • Lead, mentor, and develop a team of Technical Support representatives, fostering an environment of growth and high performance.
  • Oversee the technical support process, ensuring timely resolution of customer inquiries and issues.
  • Collaborate with various stakeholders to understand and address unique technical needs, facilitating smooth integration with our systems.
  • Create and maintain comprehensive technical documentation and training materials to support team effectiveness.
  • Act as a bridge between technical teams and customer support, ensuring clear communication regarding issues and enhancements.
  • Provide advanced technical support, troubleshooting complex system issues and guiding the team in resolving escalated matters.
  • Monitor team performance against established service level agreements (SLAs) and implement strategies for improvement.
  • Conduct performance evaluations and manage the hiring process for new team members.
  • Promote a positive workplace culture that emphasizes teamwork and collaboration.

Qualifications:
To be successful in this role, candidates should possess:

  • A minimum of 3 years of experience in managing a technical support team.
  • Proficiency in system administration, particularly with SaaS applications.
  • Strong communication and customer service skills.
  • Experience with tools such as Salesforce Service Cloud and Jira.
  • A background in the healthcare industry or familiarity with healthcare SaaS applications is preferred.
  • Excellent organizational skills and attention to detail.
  • Proven leadership capabilities and a passion for fostering team success.

Change, PBC is committed to creating a diverse environment and is proud to be an equal opportunity employer. We welcome applicants from all backgrounds and experiences.

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