IT Support Specialist providing technical support for hardware and software systems. Collaborating with the IT team to maintain infrastructure and improve workflows in a hybrid environment.
About the role
- ERCM Support Manager leading a customer support team at athenahealth. Fostering talent development and ensuring operational excellence in hybrid environment.
Responsibilities
- Lead and develop a high-performing team, fostering individual growth
- Manage daily team operations to ensure timely and accurate resolution of customer support cases and inquiries
- Develop and analyze reports with proficiency in organizing and presenting data clearly and effectively
- Implement and monitor performance metrics to drive team productivity and customer satisfaction
- Coordinate project management efforts, prioritize tasks to meet shifting business needs and deadlines
- Utilize problem-solving and analytical skills to address complex customer issues and process improvements
- Communicate clearly and effectively across teams and leadership to provide status updates and escalate issues as necessary
- Collaborate with cross-functional teams to align customer support initiatives with broader organizational goals
- Monitor emerging trends in customer care technology and recommend adoption as appropriate
- Assist in recruitment and onboarding efforts for new team members
Requirements
- Bachelor’s degree preferred or 2+ years of equivalent industry experience
- Strong experience leading teams either as a people manager or team leader
- Achieved a “meets” or “exceeds” rating on the most recent performance appraisal
- Excellent organization, project management, and prioritization skills
- Demonstrated problem solving, analytical, and quantitative abilities
- Effective communication and business writing skills
- Proficiency with Microsoft Suite including Teams, Outlook, OneNote, Word, Excel, PowerPoint, and SharePoint.
Benefits
- Health insurance
- 401(k) matching
- Tuition assistance
- Employee resource groups
- Collaborative workspaces
- Flexible work arrangements
- Annual discretionary bonus plan
- Variable compensation plan
- Equity plans
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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