- Triage customer escalations, working with case owners to progress issues and communicating to customers and internal stakeholders
- Provide guidance, instruction and direction in support of your team in achieving goals and key results as established by management
- Review customer satisfaction surveys for your team and follow up on customer feedback in order to maintain or improve customer satisfaction
- Monitor engineers in your team regularly in relation to their case management and customer care skills and ensure a high standard is maintained
- Arrange and attend regular case review and troubleshooting activities; initiate forums when required
- Participate in troubleshooting and problem-solving activities using own experience and established procedures and methodologies
- Define, update and communicate new or existing internal procedures a required
- Stand in as delegates for Customer Support Managers when they are not available
- Administer the support shift schedules
- Participate in supervisor on-call rotation
- Ensure assignment queues are functioning efficiently
- Act as an advocate for management to your team, and as an advocate of your team to management
- Deal with issues that arise within your team quickly and effectively
- Respond to general inquiries coming from team members via Teams
- Identify and recommend your teams training needs to management
- Provide input to Customer Support management on the performance of team members for informal and formal performance assessment
- Ensure team CSAT exceeds department goals
- Ensure team member meet or exceed established KPIs
- Ensure case backlogs are processed efficiently and reassign resources as needed
- Other duties as assigned and required
Qualifications
- Recognized Leadership skills
- Recognized as a "go-to" person for the team
- Strong problem-solving skills
- Excellent customer-facing, communication and analytical skills
- Knowledge of customer support procedures and practices
- Expert in using support tools such as Salesforce.com, Jira, Knowledge base, etc., and able to guide team members in the use of these tools
- 5+ years experience in a customer-facing technical support or related environment
- Bachelor's degree (Computer Science preferred) or equivalent work experience
- Industry certifications such as Microsoft, VMWare, Citrix, AWS, ITIL, Cisco, CompTIA
- Understanding of user authentication concepts and administration
- Passthrough authentication, RDS session management, Kerberos, Biometrics, time-based tokens, proximity cards, RADIUS
- Understanding and/or experience with Application and Desktop Virtualization, especially Citrix
- Knowledge of Microsoft Active Directory / User Management / LDAP concepts
- Experience in healthcare