AMPLION | 632 Melrose Ave | Nashville, TN | 37211 [email protected]
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 [email protected]
• 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 [email protected]
