Cerbo EHR is hiring a
Support Operations Manager, Remote - Worldwide
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Support Operations Manager
🏢 Cerbo EHR
💵 ~$85k-$95k
📍Worldwide
Please let Cerbo EHR know you found this job on JobsCollider. Thanks! 🙏
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
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Please let Cerbo EHR know you found this job on JobsCollider. Thanks! 🙏