Remote Support Operations Manager

Summary

Cerbo is seeking a Support Operations Manager for their growing team on the East Coast. The role involves managing the support team, improving operational efficiency, and providing leadership to Tier 1 and 2 specialists.

Requirements

• 5+ years of technical support experience, through a combination of technology, commercial and / or consulting, preferably in Healthcare/IT and/or EHR
• Managing Freshdesk or Zendesk experience preferred
• Strong work ethic and prior experience leading teams, either in Support, Account Management, or any technical capacity

Responsibilities

• Manage the support team and triage high priority incoming tickets from 8:00 AM EST to Noon
• Work closely with the Support Team Lead to help meet team responsibilities, goals, and improve overall operations
• Promote best practices, analyze, and establish processes to drive a continuously improved environment
• Develop and maintain standard operating procedures for common situations
• Help improve internal/external training methods to get CSR’s and customers up to speed more efficiently
• Help identify gaps, provide consultation, training, and solution discovery or recommendations where needed
• Track/analyze/consolidate tickets from customers and third-party requests to help identify areas of improvement and make recommendations on where we can make changes to the system or provide self-service tools to alleviate repetitive support burden
• Improve Freshdesk operations and help the team use the tool more effectively and efficiently to gather and analyze metrics to make strategic decisions
• Willingness/team player to take on a couple phone support shifts weekly, answer daily tickets to help ease the queue and fill in as needed for weekend/holiday after hours (occasionally in rotation)
• Own special miscellaneous projects determined by leadership related to improving operational efficiency

Benefits

• Competitive compensation based on experience
• Health, dental and vision benefits
• 401(k) with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off
• Full suite of remote working tools and processes