Level 1 Support Manager
The Level 1 Manager will oversee and coordinate the daily operational activities of the L1 Support. This position will be responsible for all activities relating to the delivery of first level technical support for client applications. The Level 1 Manager.is responsible for providing support for staff of L1 Support Analysts and providing the first-line of post-sales telephone technical support of systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Director Education & Support Services. Provides technical support for external customers.
DUTIES INCLUDE BUT ARE NOT LIMITED TO:
Provide daily coordination and guidance of the L1 Support Team to process incoming Incidents and to ensure courteous, timely and effective resolution of end user issues.
Ongoing development, training, coaching and annual performance reviews of L1 Support associates.
Daily monitoring and escalation of priority and aging Incidents assigned to the L1 Support Team
Assist in the creation of trend, team and customer satisfaction metric reports for review with Leadership to identify opportunities for continuous improvement
Establish cross-training processes and requirements with the goal to have all L1 Support Analyst capable of effectively troubleshooting and resolving Incidents for all L1 supported technologies.
Serve as a subject matter expert and escalation point for both L1 Support Teams
Continuous maintenance and contributions to L1 Support knowledge assets
Assist with the definition, documentation, communication and training of Incident, Problem and Service Request Management standards.
Respond to and resolve customer requests, in relation to software difficulties by providing fast, efficient and friendly customer service.
Ability to resolve problems with or without remote tools
Consistently achieve First Contact Resolution performance metric
Accurately document calls and cases
Aware of customer's time restraints and work within those time limits
Keep customer aware of resolution steps - if ticket needs to be dispatched
Follow up Service Center incidents and requests to completion
Provide clients with incident numbers and request numbers
Enter all troubleshooting/resolution steps into the ticket
All tickets are to be touched on a "first in first out basis", calling the customer daily
Escalate tickets as needed if on-site support is required
Understanding of SLA requirements for the client
Assist in cross training and communicate quick fixes
Manage time and workload to meet predetermined service levels
Maintain data accuracy in Service Center through contact validation
Understand the various media sources that interface with the Service Desk
Champion, implement or support change
Identify process efficiencies within the Service Center and to take corrective action to implement change
Discover and document process and procedures which need to be published to the team or on the Knowledge base
KNOWLEDGE, SKILLS & ABILITIES
Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
Relentless dedication to customer service in both words and actions
Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
Strong analytical, prioritization, interpersonal and problem-solving skills
Strong verbal and written communication skills
Demonstrated collaborative skills and ability influence peers and senior management
Ability to work in a fast-paced and deadline-oriented environment
Self-motivated with critical attention to detail, deadlines and reporting
Prior Supervisory experience preferred.
Ability to quickly learn software and solutions operation as normally acquired from completion of basic equipment training course/program.
Ability to work under limited supervision.
Knowledge of PC use, data entry, and executing written procedures or directions on computers interfaces.
Understanding of computers, problem ticketing, written procedures, and problem escalation.
Experience in delivering high caliber soft skills including interpersonal skills (e.g. courtesy, patience, and professionalism), customer service, and initiative.
Bachelor’s Degree preferred. Bachelor’s degree can be substituted for 5-years of IT support 3 years hands on patient access supervisory experience.
Bachelor's Degree or equivalent experience
Prior IT or Patient Access work experience in a call center
3+ years supervisory/leadership of patient access or a customer facing IT/Technical team.
PHYSICAL DEMANDS/WORKING CONDITIONS
Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires lifting papers or boxes up to 50 pounds occasionally. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.
The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.