Technical Supervisor (Medicall) - Remote (26-16)
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AI Summary
The Technical Supervisor (Medicall) role functions primarily as a technical resource responsible for oversight and support for the installation, configuration, monitoring and troubleshooting of a wide range of network and application issues as they relate to the assigned platform including, but not limited to consoles, web interface, paging, smart phones, telephony, network, and hardware.
Key Responsibilities
Implement and Troubleshoot:
>Install server and client components.
>Independently install and configure all products supported, assisting less experienced Consultants when needed.
>Work with customers, vendors, partners, and on-site Consultants to resolve issues as they relate to Spok software and test possible solutions and escalate if necessary.
Analysis and Review:
>Provide proactive resolutions to developing problems.
>Suggest modifications, when necessary, that may result in a permanent fix to a problem.
>Prioritize activities in a dynamic environment and meet project commitments and deadlines.
>Analyze and troubleshoot a wide range of problems effectively.
Training:
>Maintain familiarity with current and previous versions of all products, procedures, processes, and technology by participating in training sessions offered.
>Provide customer training on all Company applications as needed.
Customer Relations:
>Manage customer relationships by proactively contacting customers.
>Professionally deliver customer support and service by responding in a timely and respectful manner to requests and ensuring the project meets the customer’s requirements.
>Communicate and behave in a client-focused manner by providing critical details to customers.
Communication:
>Listen and professionally communicate information to a diverse customer base, vendors, and internal departments at all skill levels, both verbally and in writing.
>Participate in customer conference calls, and at times, facilitate and conduct customer conference calls.
>Consistently provide appropriate updates to Project Managers and customers.
Documentation:
>Maintain existing processes, standards, and upgrade documentation, and create new documentation as necessary.
>Follow implementation standards, project plans, and related documentation to ensure a high level of success during the implementation process.
Reporting:
>Evaluate and report project outcomes, customer satisfaction, and customer concerns.
>Report project status, schedules, issues, resolutions, and completions to the necessary parties.
Other Responsibilities
>Complete timesheets weekly.
>Maintain a 60% Billable percentage.
>Manage and develop technical team members of 3-5.
>Assist with the onboarding of new team members, coach, and mentor existing team members.
>Assist with Kantata staffing assignments.
>Keep up to date on the status of current projects assigned to the team by assisting with prioritization of open action items with Project Managers.
>Develop and execute technical policies and procedures as requested.
>Review and comment on product documentation.
>Carry out administrative functions as requested by management.
>Serve as back-up/assume responsibilities (as requested) when next-level management is away from the business.
Required Education, Skills, and Experience
>Bachelor degree
>3-5 years of experience supervising teams
> Experience in the Healthcare IT space
Salary range 95,000 - 110,000 + bonus
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