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Technical Product Support – Front-Line Manager

Customer Service Rich Text

Synopsis of the role

We are looking for a Technical Services Supervisor to oversee the technical services team and case workflow at Health e(fx). A Supervisor is responsible for coaching, resolving issues and serving as a link between the team and upper management. The ideal candidate will be able to help guide and train employees. They will be well-versed in processes and will be results-driven and focused.

What You’ll Do 

  • Provide guidance and management direction by setting goals, coaching, monitoring progress, recognizing and developing direct reports to increase employee engagement and productivity

  • Identify and resolve day-to-day operational and technical management issues such as scheduling, workload balancing, and acting as an escalation point for customer issues

  • Drive metrics reporting and make decisions that will improve processes and overall services provided to clients

  • Work cross-functionally with other departments and resolve issues appropriately by engaging colleagues, partners, and clients, with a collaborative style and consultative approach

  • Participate in hiring and training of new employees

  • Ensure adherence to legal and company policies and procedures and participate in performance discussions as necessary with employees

What Experience you need  

  • 2 years experience in a leadership role with demonstrated ability to lead by example via focused productivity, thoughtful prioritization, and deliberate communication

  • A minimum of 6 months of Strong conflict resolution skills and ability to deal with escalating and de-escalating issues as appropriate

  • Proven leadership and relationship building skills; the ability to interact effectively with all levels of internal and external customers, colleagues, partners, and vendors for at least 6 months. 

  • BSc/BA in management or relevant discipline will be considered an advantage

 What could set you apart 

  • Supervisory experience (preferred)

  • Working knowledge of technical support practices and principals

  • BSc/BA in computer science or 2 years related work experience

  • Familiarity with company policies and legal guidelines

We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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