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Director of Technical Support

Company: eVisit
Location: Mesa
Posted on: October 12, 2020

Job Description:

eVisit, headquartered in Mesa, AZ, is a telemedicine software company seeking to revolutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our HIPAA compliant telemedicine software was built for providers, by medical physicians, to optimize patient flow and boost practice revenue; while providing added convenience and high-quality care to patients, whether at work, home, or on the road. eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields. Director of Technical Support As the Director of Technical Support you are a blend of leadership, strategy, and tactical execution. You are a strategic lever for the company in value differentiation for our customers and a world class leader who knows how to build world class teams. You know how to recruit and nurture technical talent and marry it to account strategy and enterprise customer needs for technical talent who can talk to the business. The right leader will be exceptional at both operations and strategy; able get deep into the details of processes and technologies while also understanding how each detail connects to the future and impacts other teams. You will be leading the central hub for any bug, issue, question or feature request that comes from either our external or internal customers. About You: * You are passionate about technology and its potential to positively impact everyones access to higher quality, more convenient healthcare. * Fanatic about customer success and possess excellent problem solving skills * Strong attention to detail and the ability to wear multiple hats as needed * Communicates comfortably with internal and external customers, occasionally having to reset deliverables and expectations * Youre dedicated to professional development and personal growth. Job Responsibilities/Major Functions: * Profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics * Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences. * Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience. * Manage and build a team of Enterprise Support Account managers with deep technical experience and enterprise account acumen * Build deep trusted relationships with engineering & product - to manage escalations, but also share patterns and insights for investment that will help the company win enterprise * Create and manage staffing solutions for enterprise support coverage * Serve as point of contact for customer escalations, providing real-time feedback to the management team, and making staffing adjustments in response to personnel and volume changes * Ensure any escalated issues are resolved quickly and with high customer satisfaction, and engaging with customers when needed * As part of the Customer Success Leadership Team, leverage customer support information to contribute to the ongoing conversations about Customer Health and customer risk management. Requirements * Bachelor's degree or equivalent practical experience required, MBA preferred. * 3+ years of experience as a Director of Support, Support Manager, or Similar. * Experience in Healthcare with a sharp eye for anomalies * Strong financial acumen and business sense. * Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry. * You learn technology quickly and navigate it with ease. * Ability to travel 10% of time in US Benefits * Competitive salary based on experience * Great benefits package including medical, dental, vision, HSA & FSA plans * 401(k) * Generous PTO plan, plus 10 paid national holidays * Fun, collaborative environment where the company is working to define the future of telemedicine * Excellent opportunity for professional growth

Keywords: eVisit, Mesa , Director of Technical Support, IT / Software / Systems , Mesa, Arizona

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