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Rec ID 1674 - Associate Manager Technical Support

Pune, Maharashtra, India

Altera – Associate Manager Technical Support

 

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. This position will be supporting the Paragon® EHR solution. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

 

Overview

The purpose of this position is to provide a high-quality support service to Altera’s clients across product line(s) through a team of well-trained and effective support analysts to help build, maintain, and improve customer satisfaction to a level that the customer will act as a sales reference site.  This will be a hybrid role where some case work and client management will be expected 50% of the time.

 

Responsibilities

  • Exercises independent judgment and discretion in planning and organizing customer support activities to ensure customer satisfaction. 
  • Manages and directs the activities of the customer support staff.  
  • Ensures subordinates receive adequate training to perform duties and responsibilities effectively. 
  • Responsible for managing and working client issues for up to 50% of their time.
  • Responsible for hiring, training, rewarding and disciplining subordinates. 
  • Interprets and administers company policy for team members. 
  • Monitors support metrics and adjust priorities as appropriate. 
  • Responds to escalated customer issues and resolves in a timely manner. 
  • Communicates critical customer issues, metrics and known issues to senior management in a timely manner. 
  • Timely report outs of exec summaries/presentations with focus on content appropriate for the audience.
  • Proactive mindset with timely exec reach outs.
  • May perform responsibilities of subordinates in their absence. 
  • Works with leads to ensure staffing is adequate to handle call volume. 
  • Focal point for all Support activities of the assigned Allscripts products, territories, and/or accounts, regardless of business ownership. 
  • Ensure common customer metrics are maintained and monitored (example: SLA/PSP) and report monthly to identify potentially dissatisfied customers. 
  • Promotes and maintains a high quality, professional, service-oriented image among Manages customer expectations regarding resolution of their service issues.
  • Generates new and improved procedures to improve customer service and customer expectations. Identifying weaknesses and opportunities to improve the Allscripts Support service operation, create and be part of, or lead, project team to deliver improvements. 
  • Helps analyze feedback from customer loyalty surveys and take appropriate actions for resolution. 
  • In conjunction with Regional Support Managers, Regional Service Managers and Development Managers, develop and improve standard Operational Level Agreements for new and existing vendor/supplier relationships to improve service levels. 
  • Improves productivity of global/regional support through process improvement, training and talent management. 
  • Works with development to ensure that fixes are delivered to clients on schedule and adhere as closely as possible to the current service level standard.
  • Responsible for the design, implementation, and maintenance of the team’s and/or product business continuity plan to ensure continuity of support at all times. 
  • Ensure accurate information is provided to the Development team to allow them to correct the software without having to refer to the originating customer. 
  • Ensure regular up-to-date accurate information is recorded in the call logging system (e.g. com) so that customers can see progress on the support cases. 
  • Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer Ensures that these are passed on to the appropriate groups for action to drive increased revenue.

 

Management Responsibilities:

  • Leads strategic initiatives with Management to improve team effectiveness and efficiencies to drive business cost saving. 
  • Leads architecture, documentation, and review of business process, and technology and product design. 
  • Ensures that the problem management information is complete and reflects accurate errors, descriptions, and accountability in the system. 
  • Identify and recruit internal/external talents to ensure an effective mix of competencies. 
  • Induct new joiners to quickly maximize performance. 
  • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance. 
  • Allocate workload to fully utilize every employee’s talent. 
  • Implement development plans and coach individuals to reach their maximum talent. 
  • Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner. 
  • Recognize high performers to maintain motivation and retain key talent. 
  • Regularly communicate on company news and team progress against business plan. 
  • Create team spirit. 

 

Qualifications

Academic and Professional Qualifications:

  • Baccalaureate or Graduate degrees in Business, Finance or Computer Science or relevant work experience. 

 

Experience:

  • Minimum 6 years helpdesk or overall support experience in at least one of the assigned products with 5 years successful experience of managing or working within a helpdesk or product support environment; or
  • Minimum 6 years’ experience in developing, supporting, or using healthcare software with 2+ years relevant working experience in a healthcare organization. 
  • Strong customer support skills with demonstrated ability effectively dealing with escalated customer concerns.
  • Demonstrated success managing and developing non-exempt level. 
  • High level of verbal, written, and presentation skillset.

 

Travel Requirements:

  • Able and willing to travel as required, internationally on short-term basis. 
  • May require other travel for business needs

 

 

Altera’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

 

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