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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 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
: 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


• Location: Minneapolis / St. paul

• Post ID: 27068497 minneapolis is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017