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Technical Support Manager

B-Line Medical makes software that helps healthcare professionals and educators improve the delivery of healthcare. Focused on the capture, debriefing, and assessment of medical training and clinical events, B‑Line Medical specializes in the delivery of robust, yet easy-to-use web-based solutions. Our software has helped over 500 top hospitals, medical schools, and nursing programs in 17 countries operate and manage their training and QI programs more effectively.

Our Mission is to provide healthcare educators and clinicians with innovative video-driven solutions to effect real and immediate improvement in the delivery of care.

B-Line Medical is seeking an experienced Technical Support Manager to lead our Support Team.The Support Manager is responsible for the performance and operation of the Technical Support team and will ensure that the team's business and service-related goals are met. This role facilitates the creation of service-related documents and training to ensure the best of class support of our domestic and international customers and distributors.

What you will be doing:

  • Manage day-to-day operations of the Technical Support team, including daily stand-ups, setting priorities, assigning resources, and ensuring goals are achieved.
  • Ensure all customer issues are expediently addressed, resolved, and documented with ticket notes.
  • Assist other team members with escalated support requests as necessary, either by coaching the team member or by assuming responsibility for the request.
  • Understand & deliver established service level agreements.
  • Take ownership of escalated issues that may require leadership in a conference call with a client.
  • Actively raise issues and recommend improvements to support services.
  • Personnel Development (conduct monthly meetings, set objectives, document appraisals, conduct salary administration, monitor performance, take disciplinary action as necessary).
  • Develop individual team members’ technical abilities by training on our product(s), general IT knowledge, and by a third party certificate.
  • Develop overall team knowledge by conducting team training and creating reinforcement exercises.
  • Create an environment that attracts and retains talent through employee development, engagement, and regular performance feedback.
  • Participate in departments strategic planning and special projects as assigned.
  • Provide monthly performance data to senior management to assess and take corrective actions as necessary based on the data analysis process.
  • Foster and maintain cross-functional relationships including engineering, implementation, account management, sales and product management.
  • Interview and hire prospective candidates.
  • Work to ensure that customer satisfaction is always our highest priority.

  What we are looking for:

  • Bachelor’s degree in Computer Information Systems, similar field or equivalent technical support experience.
  • 5 years experience in a technical support environment with 3 + years’ experience in department supervision or management role.
  • Outstanding organizational skills and high attention to detail.
  • Excellent written and oral communication skills.
  • Excellent listening and empathy skills.
  • High tolerance for pressure-filled environments.
  • Must be able to adjust to changing priorities and interruptions.
  • Must be able to maintain a can-do spirit and consistently demonstrate a positive attitude toward the work, fellow employees, and customers.
  • Professional demeanor with strong self-confidence and initiative.
  • Superior customer service skills.
  • Strong analytical/creative problem-solving skills.
  • Proven track record of driving results and improving service results in a technical support environment.
  • Ability to build a team, set strategic direction, grow their knowledge base and productivity of team members and deliver results aligned with company objectives.
  • Effectively train team members on our products and various IT subject matters.

    Technical Skills:                                                                                                                  

  • Experience supporting web-based applications.
  • Experience with Internet and/or Network infrastructure technologies (Web Servers, SSL Certificates, FTP, DNS, Network Security, etc.).
  • Experience with administration of Microsoft Windows XP, Vista, 7, Server 2008 and Server 2012.
  • Experience with LDAP, Active Directory, OpenLDAP, etc.
  • Experience with relational database technologies.
  • Experience with server hardware form factors.
  • Experience with Audio-Video Integration.

 

 

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