Overview

Responsible for day-to-day supervision of a team that provides technical service and customer support for Doctors and their staff. Tracks and monitors the representative’s quality of work to ensure calls are handled properly and clients are satisfied. Contributes, implements, and measures effectiveness of improved process or operational policies.

Responsibilities

Primary Responsibilities: Monitors the phone queue ensuring calls are being handled in a timely manner. Monitors the Tier 1 tickets are being handled and assigns out as needed. Monitors TS reps ticket lists to ensure they are being completed and gives customers the correct information in atimely manner. Responsible for monitoring the fielding of Tier 1, Tier 2 and more complex support phone calls to a Tier 3 / Tier 4TS rep. Helps technical staff in resolving complex problems and completing their work. First contact for concerns from customers when asked to speak to a Supervisor/Manager. Provides guidance and training to less experienced technical support representatives. Provides complex technical support to clients via phone, email, or other methods. Identifies client problems, researches answers, and guides clients through corrective steps. Provides accurate, valid, and complete information by using the correct methods and/or tools. Keeps a detailed record of customer interactions, customer accounts and file documents. Takes the extra mile to engage customers. Maintains and monitors offices with complex issues and the progress of the resolutions. Improves software performance by identifying problems and/or recommending changes. Develops internal processes and procedures to improve efficiency. Diagnoses critical and complex issues, escalating to Management and/or the Research & Development Team.

Hiring Responsibilities: Works with 3rd party staffing companies to screen potential temporary employees. Reviews resumes and assessment results for quality candidates. Coordinates interviewing candidates with the TS Director. Organizes the training of new temp employees. Looks for ways to improve the training and onboarding process.

Employee Performance Responsibilities: Supervises employee performance, including the establishment of clear roles and responsibilities, setting clearobjectives, assessing, and tracking performance, providing feedback, training, and coaching. Prepares monthly performance reports and looks for ways to improve the reporting. Leads the monthly technical support meetings, presenting the monthly report results. Devise ways to optimize procedures and improve employee engagement.

 Assist in the formulation of target goals and OKR’s for technical support team. Creates and updates technical support documentation and SOP’s. Responsible for reviewing time off requests ensuring proper scheduling to support business needs. Oversees that employee timecards are entered into the time management system correctly. Reviews and approves timecards for employees and temp employees.

Personal Responsibilities: Set personal goals (OKR’s) and reach them. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks; a wide degree of creativity and latitude is expected. Accomplishes tasks and responsibilities in a timely fashion and able to prioritize support tickets accordingly; ableto meet deadlines. Submits time off requests in a timely fashion in order to get prior approval from Management. Adheres to all rules and regulations outlined in the Employee Manual. Perform related duties as assigned by supervisor Maintain compliance with Quality System procedures and company policies

Annual User Meeting Responsibilities: Prepares lectures and presents at the annual software meeting. Coaches and encourages other team members to present lectures Assists the Meeting Coordinator with various tasks.

Qualifications

Education and/or Work Experience Requirements:

 Bachelor's degree; and a minimum of 5 years related experience and/or training; or equivalent combination of education and experience specifically with our proprietary product.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Intellectual Possesses an expert understanding of the organization's products and services. Synthesizes complex or diverse information. Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Uses reason even when dealing with emotional topics.

Interpersonal Manages difficult or emotional customer situations. Responds promptly to customer needs. Strong phone skills and active listening. Solicits customer feedback to improve service. Meets commitments. Focuses on solving conflict, not blaming. Maintains confidentiality. Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Responds well to questions. Participates in meetings. Writes clearly and informatively. Able to read and interpret complex written information.

Leadership Desire to build and grow a team through selfless motivation. Has a can-do attitude with the confidence to face business challenges head on. The capabilities of leading by example as well as by direction and vision. A desire for constant improvement and a progressive growth mentality. Capacity to handle challenging and escalated situations with a calm demeanor and approach.

COMPUTER SKILLS: Microsoft Windows Microsoft Word Microsoft Excel Basic SQL knowledge Basic Quickbooks knowledge Average typing speed 40 wpm Ability to learn basic computer troubleshooting Ability to learn new proprietary applications Auxiliary software installation

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit.
• While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel.
• While performing the duties of this job, the employee is occasionally required to stand or walk.

Compensation

We pay competitively. Base salary: $107,000. Other paid compensation and benefits may be available.

Additional Information

Sonendo offers a competitive benefits package and a collaborative, motivating work environment where you will be encouraged to innovate continuously; This is a place where you will be encouraged to actively participate, and your ideas can have a direct impact on the success of the organization. If you are interested in applying for this position, please apply online.

No recruiters, please.

Sonendo, Inc. is an Equal Opportunity Employer