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AMPLION | 632 Melrose Ave | Nashville, TN | 37211 [email protected] Technical Support Manager (Tier 2) Job Description Amplion Clinical Communications is on a mission to improve the quality and consistency of patient care. Our care assurance platform raises the bar on legacy nurse call systems, enabling hospitals to close communication and care loops and deliver safer, smarter care to their patients. We are looking for a Tier 2 Technical Support Manager to join our team who has a passion for improving patient care, serving customers, working with technology and who has experience building and managing technical call center teams. The Technical Support Manager is part of Amplion’s broader Customer Experience Team. As our Technical Support Manager, you will actively supervise and inspire the team who interfaces with our hospital customers 24/7/365, answering questions, troubleshooting and overcoming technical issues to ensure customer satisfaction. This includes proactively and reactively responding to customer needs, entering tickets, diagnosing and resolving issues, communicating customer needs to internal teams and maintaining system knowledge that enables the support team to deliver the highest quality customer care. This is a technical management role driven by clear business objectives and measured by the impact on both our customers and Amplion. REPORTS TO: VP of Marketing and Customer Experience POSITION: Exempt RESPONSIBILTIES/DUTIES: • Provides Tier 2 technical support of Amplion’s installed systems in hospitals, which are operating on a 24x7x365 basis. • Manages Level 1 call center support staff, developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance. • Answers customer questions by phone and email related to the Amplion Alert system, accurately troubleshooting issues, opening support tickets and appropriately escalating and assigning tickets to internal resources as necessary. • Follows up on escalated tickets and verifies resolution. • Works directly with Amplion’s onsite implementation team during “go-live” to diagnose and resolve issues and ensure optimal system performance. • Proactively monitors customer sites remotely to identify emerging issues. • Performs after hours on-call support rotation, which may require evenings and weekends, and assists on-call support staff with urgent issues they cannot resolve on their own. • Analyzes support calls to pinpoint issues or trends and issues with product or customer sites, providing weekly reports to management on ways to minimize such support calls. • Administrates Amplion’s ticketing tool, managing system users, ensuring consistency and accuracy of tickets and maintaining up-to-date Knowledge Base information through ongoing documentation.

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Page 1: Technical Support Manager (Tier 2) Job Descriptionamplioncare.com/wp-content/uploads/FINAL_Tech-Support-Manager … · Technical Support Manager (Tier 2) Job Description Amplion Clinical

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.

Page 2: Technical Support Manager (Tier 2) Job Descriptionamplioncare.com/wp-content/uploads/FINAL_Tech-Support-Manager … · Technical Support Manager (Tier 2) Job Description Amplion Clinical

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]


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