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Posted: Wednesday, November 8, 2017 4:36 AM

Job Description:/h3:
The Service Manager is responsible for managing the Service and Support department for 7 Medicals cloud:based solutions, ensuring post:implementation service and support to maintain the highest level of customer satisfaction by leading a team of support representatives and engineers. Responsible for ensuring the logging, tracking, resolving and closing of service requests and supporting or facilitating any other customer inquiries.
:Ensures the smooth and successful functioning of the companys 24/7 call center and data center operations, including staffing and managing the after:hours on:call schedule.
:Manages workload, schedules and activities of Level 1, 2 and 3 support, engineering, and helpdesk staff.
:Defines and enforces policies and procedures for handling inbound customer service requests, including appropriate escalation procedures.
:Trains service and support personnel in policy and procedures; maintains accurate and up:to:date policy and procedure manuals and documentation.
:Ensures efficient and effective logging, tracking, resolving and closing of service requests in the CRM system in response to service calls and inquiries.
:Provides guidance, supervision and assistance to staff in resolving complex customer hardware, software and applications issues.
:Interfaces with other departments (i.e., product development, sales, administration) to investigate and resolve service issues and complaints.
:Specifies, procures and installs computing hardware and software in response to customer requests.
:Creates and disseminates troubleshooting tips, user guides, and FAQs for end users.
:Schedules service notifications to customers and maintains service communications templates.
:Performs quarterly follow up with customers.
:Tracks and analyzes trends in (CRM) service requests and generates performance metrics reports.
:Designs new processes and procedures to improve first:call:resolution metrics.
:Assesses need for any system reconfigurations (minor or significant) based on service request trends and make recommendations.
:Reviews and assesses client service levels and customer satisfaction using CRM and survey data; reports findings to management and makes recommendations for improvement.
:Assists and oversees systems and technology updates, upgrades and maintenance for internal and external customer deployments.
:Supervise employees, including setting goals, monitoring progress and doing annual performance evaluations.
:Reviews departmental data logged in CRM to ensure accuracy and facilitates the monthly billing cycle; reviews customer invoices and works with accounting to resolve billing errors.
:Works with Product Development and Implementation teams to evaluate the impact of new product/service features and incorporates appropriate changes to service policies and procedures.
:Takes initiative in identifying and recommending strategies and tactics for service improvement.
:Keeps the Director of Service and executive management team informed of overall departmental performance, key issues and escalations.
EXPERIENCE:
:Experience managing helpdesk or cell center operations and supervising technical support representatives
:Demonstrated experience in creating customer service best:practice policies, process and procedures
:Experience with customer support for a cloud service provider (software:as:a:service environment)
:Excellent communication (verbal and written) and interpersonal skills
:Previous healthcare or healthcare IT environment highly preferred
:Previous experience with Microsoft Dynamics CRM highly preferred
REQUIREMENTS:
: Company Description:/h3:
7 Medical Systems(r), LLC (7medical) is a leading provider of on:demand, cloud:based digital imaging (RIS, PACS, teleradiology), population health management, medical device and asset management, integration, and 360:degree patient:centric solutions for ACOs, inpatient, outpatient, telehealth, medical device

Source: https://www.tiptopjob.com/jobs/74316519_job.asp?source=backpage


• Location: Minneapolis / St. paul

• Post ID: 27068497 minneapolis
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