Product Support Snr Manager

Who you are to us:
You are service-oriented, open and social with a good analytical ability. You are driven by and enjoy working both independently and in collaboration with others. To be successful you need a good understanding of technology support and have practical experience in user support and application management. You are used to having a constructive dialogue with users and practical experience of troubleshooting technology.


Basic Qualifications:
Bachelors degree in Computer Science, Software Engineering, Business or Information Systems
At least 7 years of Technical support work experience
At least 5 years of People management work experience



Preferred Qualifications:
Cerner Millennium support experience



Expectations:
Ability to work overtime and irregular hours as needed
Excellent communication skills verbally and written
Ability to bring multiple teams and skillsets together to work towards a common purpose




You have a positive basic view and are solution-oriented. You communicate in an educational and clear manner. Your colleagues describe you as a creative and responsive team player. You like to analyze and take questions in a structured way. You are self-sufficient and can prioritize the work effectively. You are innovative and stimulated by finding new technical solutions to optimize the business. You are structured and work methodically and proactively with a holistic perspective. You like to provide good service, are easy to work with, want to develop in your work and have the ability to solve complex problems and come up with new ideas.

Your Future Work:
As a Product Support Snr Manager you will have the following responsibilities:


Job Responsibilities:
Direct the day-to-day operations of associates assigned to perform solution and technology-related incident investigation and resolution
Monitor incoming support ticket and call volume ensuring adherence to support processes
Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution
Identify client and solution delivery satisfaction issues, actively manage client expectations, and develop plans to exceed client expectations
On occasion, assist business operations to ensure service levels are met
Ability to interpret and manage daily operations in order to meet or exceed organization business metrics
Demonstrated ability to lead by example and quickly adapt to a changing environment
Ability to collaborate with people from varying cultures and abilities achieving effective results


People Management Responsibilities:
Manage routine associate situations
Direct the work efforts and results of a team of associates
Develop team goals and manage them for results
Develop associates through coaching performance, completing performance reviews, goal setting and development planning
Promote diversity and create a respectful work environment