Application Support Manager

Position Summary

Andor Health is looking for an Application Support Manager. The Application Support Manager will provide leadership and support to customers internal and external as well as all teams. As Support Manager, you will be responsible for leading and running the support services offered by Andor Health. Key responsibilities will be; creating/overseeing the day to day procedures for our application support specialists, scheduling/assigning team work load to meet/exceed customer SLA’s, create/review reports with leadership and meet with other leaders of Andor Health to ensure services provided by support are industry leading.

Position Responsibilities:

• Maintain a log of system issues and conveys customer feedback to product development staff

• Possess expert knowledge of organization's products

• Serve as Support leadership resource to all team members as needed

• Apply diagnostic methodologies to aid in problem resolution

• Responsible for weekly/monthly metric reporting

• Manage application support team to secure fitness of resources and resolve all problems

• Provide support to all applications and resolve issues

• Evaluate all problem and impact analysis and recommend solutions and workarounds

• Assist representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents

• Coordinate with develop team and provide support to all onshore and offshore sites

• Supervise everyday requests for matters related to growth, resources, and resolve issues related to production and development

• Create and maintain team schedule

• Assign work properties

• Track/measure KPIs

• Triage tickets being escalated to engineering

• Provide problem management

• Perform post-resolution follow-ups to ensure client satisfaction

• Develop manuals, guidelines, and knowledgebase documentation for support team as appropriate

• Manage internal ticket system to identify reoccurring issues and escalate as appropriate

Basic Qualifications:

• Bachelor Degree and/or 3-4 year’s work experience in an application support position or call center role

• Managing/supervising a team(s) – minimum of 2 years

• Extensive knowledge of basic computer hardware/software

• SaaS background/knowledge

• Exceptional written and oral communication skills

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

• Excellent documentation skills

• Knowledge of MS SQL

• Strong self-starter

• Ability to present ideas in concise, user-friendly language

Preferred Qualifications:

• Experience in healthcare industry (virtual health/telehealth platforms)

• Experience with managing a team on help desk/service center

• Experience with ticketing system(s)

• Experience with mobile applications

• EMR integration experience is a plus

• Experience analyzing application logs is a plus

• Experience in Microsoft Office applications including Excel and Outlook

• Working knowledge of Healthcare business and clinical operational processes.

Working arrangements

Hours required to complete projects/assignments

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

At Andor Health, our greatest strength comes from bringing together talented people with diverse perspectives to support the technological needs of physicians, hospitals, and post-acute organizations across the globe. Andor Health offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Andor Health's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation, or gender identity or expression or any other legally protected category. Applicants for North American based positions with Andor Health must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.

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