technical support manager (tier 2) job...

AMPLION | 632 Melrose Ave | Nashville, TN | 37211 careers@amplionalert.com

TechnicalSupportManager(Tier2)JobDescription

AmplionClinicalCommunicationsisonamissiontoimprovethequalityandconsistencyofpatientcare.Ourcareassuranceplatformraisesthebaronlegacynursecallsystems,enablinghospitalstoclosecommunicationandcareloopsanddeliversafer,smartercaretotheirpatients.WearelookingforaTier2TechnicalSupportManagertojoinourteamwhohasapassionforimprovingpatientcare,servingcustomers,workingwithtechnologyandwhohasexperiencebuildingandmanagingtechnicalcallcenterteams.TheTechnicalSupportManagerispartofAmplion’sbroaderCustomerExperienceTeam.AsourTechnicalSupportManager,youwillactivelysuperviseandinspiretheteamwhointerfaceswithourhospitalcustomers24/7/365,answeringquestions,troubleshootingandovercomingtechnicalissuestoensurecustomersatisfaction.Thisincludesproactivelyandreactivelyrespondingtocustomerneeds,enteringtickets,diagnosingandresolvingissues,communicatingcustomerneedstointernalteamsandmaintainingsystemknowledgethatenablesthesupportteamtodeliverthehighestqualitycustomercare.ThisisatechnicalmanagementroledrivenbyclearbusinessobjectivesandmeasuredbytheimpactonbothourcustomersandAmplion.

REPORTSTO: VPofMarketingandCustomerExperiencePOSITION: Exempt

RESPONSIBILTIES/DUTIES:

• ProvidesTier2technicalsupportofAmplion’sinstalledsystemsinhospitals,whichareoperatingona24x7x365basis.

• ManagesLevel1callcentersupportstaff,developingproceduresandsystemstotracksupportactivityandachievemeasurablegoalswhileprovidingtheoversightandtrainingneededtoensureindividualandteamproficiencyandcompliance.

• AnswerscustomerquestionsbyphoneandemailrelatedtotheAmplionAlertsystem,accuratelytroubleshootingissues,openingsupportticketsandappropriatelyescalatingandassigningticketstointernalresourcesasnecessary.

• Followsuponescalatedticketsandverifiesresolution.• WorksdirectlywithAmplion’sonsiteimplementationteamduring“go-live”todiagnoseand

resolveissuesandensureoptimalsystemperformance.• Proactivelymonitorscustomersitesremotelytoidentifyemergingissues.• Performsafterhourson-callsupportrotation,whichmayrequireeveningsandweekends,and

assistson-callsupportstaffwithurgentissuestheycannotresolveontheirown.• Analyzessupportcallstopinpointissuesortrendsandissueswithproductorcustomersites,

providingweeklyreportstomanagementonwaystominimizesuchsupportcalls.• AdministratesAmplion’sticketingtool,managingsystemusers,ensuringconsistencyand

accuracyofticketsandmaintainingup-to-dateKnowledgeBaseinformationthroughongoingdocumentation.

AMPLION | 632 Melrose Ave | Nashville, TN | 37211 careers@amplionalert.com

• Educatesandempowerscustomers,asneeded,tobecomebetterAmplionAlertusers.• MaintainsalldocumentationandproceduresrelatingtoSupport,revisingasneeded.• Recognizesandidentifiesopportunitiesforcontinuousimprovementandproactivelyproposes

solutions.

EDUCATIONALREQUIREMENTS:

• 2-4-yeartechnicaldegree,suchasengineeringorcomputerscience,orequivalentexperience.• SystemsAdministration/SystemEngineercertificationinUnixandMicrosoft,orequivalent

experience.• 2-4years’experienceinsystemsandprogrammingusingLinuxandPythonorPerl.

EXPERIENCEREQUIREMENTS:

• Atleast3+years’experienceinCustomerServiceorSupportinanITenvironmentwithsomeexperienceinaleadroleoverothertechnicalstaff.

• Knowledgeofcommonhelpdesk/ticketingsolutions.UnderstandingofServiceNowaplus.• Excellentwrittenandverbalcommunicationskills,anddemonstratedabilitytointeract

successfullywithotherstoconveycomplicatedmaterial.• PreferencegiventocandidateswithfamiliaritywithFDA-regulatedprocessesinthemedical

deviceindustry

IDEALCANDIDATESPOSSESSTHEFOLLOWINGATTRIBUTES:

• Youcanquicklyabsorbandretaintechnicalinformation.ThispositionrequiresaLevel2knowledgeoftheAmplionAlertsystem,whichisabovebasicusersupportandbelowSystemDevelopersupport(Level3).

• Youenjoyleadingbyexample,mentoringandinspiringotherstodotheirbestworkwhiledrivingindividualandteamaccountability.

• Youhaveanabilitytoexplaincomplexissuesinsimpleterms.Youwilloftenneedtotranslatetechnicalinformationtonon-technicalpeople.

• Youareaself-motivatedteamplayerthatcanfollowandleadassituationsdictate.• Youlovetalkingtopeopleonthephone,emailorchattobuildcustomerrelationships.• Youcanempathizewithcustomersinagenuinewaythatshowsyoucareabouttheirissues.• Youcanmakedecisionsunderpressureandsolveproblemsaccuratelyandquickly–Amplion

customersrelyonoursystemtosupportpatientsinrealtime.• Youhaveapassionforcustomerserviceasthebasisforcustomersatisfactionandloyalty.• Youareabletobuildnewprocessesorprogramstohelpscaletheteamwhileproviding

excellentservice.• Youareabletoplan,organize,andprioritizework-thisrolewearsmanyhats!

TRAVELREQUIREMENTS:

• Occasionaltravelrequired.

AMPLION | 632 Melrose Ave | Nashville, TN | 37211 careers@amplionalert.com