What are the responsibilities and job description for the Application/Product Support Manager position at JS Consulting?
Job Title: Application/Production Support
Location: Queens, NY(Remote Position but must be willing to travel onsite for meeting to LIC & Lower Manhattan when needed, and to meet with us at our office (in NYC))
Duration: 36 Months
Interview: Webex
Key Responsibilities
Location: Queens, NY(Remote Position but must be willing to travel onsite for meeting to LIC & Lower Manhattan when needed, and to meet with us at our office (in NYC))
Duration: 36 Months
Interview: Webex
Key Responsibilities
- Lead, mentor, and manage a team of technical support specialists who are responsible for providing support to customers who use the company's products or applications.
- Ensure that the team meets or exceeds customer service level agreements (SLAs) and performance metrics, such as first-call resolution (FCR) rate, average handle time (AHT), and customer satisfaction (CSAT) scores.
- Continuously monitor the support team's performance and identify areas for improvement. Develop and implement plans to improve efficiency, productivity, and quality of support.
- Oversee a product support team by coordinating triage issues and production support.
- Work closely with other teams, such as product management, engineering, and QA, to ensure that support issues are prioritized, tracked, and resolved in a timely manner.
- Collaborate with sales, marketing, and customer success teams to understand customer needs and provide feedback on product or application improvements.
- Develop and maintain product or application documentation, knowledge base articles, and training materials to support the team and customers.
- Ensure that the support team follows established processes and procedures for handling customer issues, including ticket triaging, escalation, and resolution.
- Stay up-to-date with the latest product or application features, updates, and releases. Provide regular product or application updates to the support team and customers.
- Handle escalated customer issues and provide exceptional customer service to resolve complex or sensitive problems.
- Bachelor's degree in computer science, information technology, or a related field.
- Experience working with Vital Records Systems.
- Understanding the technical aspects and operation of components that make up all systems within the vital records eco-system; these include Java-based applications, .NET-based applications, web services, SSIS packages and stored procedures.
- Knowledge of .NET applications, SQL Server, XML and HL7
- Experience working with electronic data interchange (HL7, XML) including implementation and testing.
- Strong analytical skills and ability to manage and report complex information.
- Experience with data collection, analysis, and interpretation. Experience with writing queries in SQL.
- Desire to grow professionally, develop new skills and willingness to work outside of comfort zone. Experience working with the public health sector and coordinating projects involving multiple stakeholders.
- Ability to prioritize and work in fast-paced environment with hard deadlines.
- At least 5 years of experience in technical support or customer service, preferably in a software or technology company.
- Proven track record of managing a technical support team and achieving performance targets.
- Strong technical skills and experience with software or application support, troubleshooting, and problem-solving.
- Excellent leadership, communication, and interpersonal skills.
- Customer-centric mindset and the ability to empathize with customers and understand their needs.
- Strong organizational and project management skills.
- Experience with CRM systems, ticketing tools, and knowledge management systems.
- Ability to work under pressure, manage multiple priorities, and adapt to changing circumstances.
- Experience in the software development life cycle (SDLC) and Agile methodologies
