Manager, Technical Support

Brief Overview 

Reporting to the Director of Support, the Level 2 Technical Support Manager oversees the enterprise support of the Amwell experience. The Technical Support Manager plays a critical role in the success of our relationships with our enterprise clients and end users of our technology. Collaborating with our Medical Billing, Implementation, Customer Success and Account Director teams, the Technical Support Manager is responsible for defining, tracking and reporting team success metrics, guiding innovation projects, all while driving continuous improvement to reduce effort and improve outcomes for our customers. The Technical Support Manager will lead a growing team of 15-20 Support Specialists and Leads to provide outstanding support to our enterprise clients. This person will focus on all aspects of customer satisfaction while carefully tracking and managing client issues. The right candidate has experience leading a technical software support team, working collaboratively with other internal teams and fostering positive relationships with our clients. Strong communication, creative problem solving and a passion for customer service are all key attributes for this role.

Core Responsibilities 

· Oversee a team of Level 2 Technical Support Specialists primarily focused is enterprise client support.

· Monitor and manage case queues to ensure cases are resolved within SLA with high quality.

· Take the lead on critical/high priority cases as needed to ensure they are addressed in a timely manner. This will require working closely with external stakeholders as well as internal teams including professional services, account management and our technology teams.

· Define, analyze, interpret, and act upon customer support success metrics.

· Implement an enhanced quality framework. Ensure cases are handled correctly through weekly quality audits. Provide coaching based on quality audit findings.

· Support improvements to the knowledge base and ensure Specialists have the tools they need to effectively resolve case issues.

· Collaborate cross-functionally on the implementation, management, and ongoing review of strategic support initiatives.

· Develop and implement process improvements and procedures to drive efficiencies, improve quality and enhance the Customer experience.

· Establish relationships with our enterprise client’s operational teams. Attend external client meetings as needed to support our project management or account management teams.

· Investigate and address support quality issues that are escalated from our enterprise clients or internal stakeholders including Account Managers and Project Managers

· Manage workforce staffing plan, on-board and train new employees.

· Provide individual career coaching to ensure personal development of all team members.

Qualifications

· Minimum of 8 years experience managing a high-volume technical support team

· Minimum of 5 years management/leadership experience

· Extensive experience with web and mobile application software support&l