General Information

Location: Hamilton, NJ

Organization: Medavante-Prophase, Inc

Job Type: Full Time - Regular

Description and Requirements

JOB SUMMARY:

The Manager, Tier 3 Support is responsible for delivering high quality customer support to our internal and external customers. This role is responsible for supporting team members in resolving any issues/disputes from customers and for providing a productive and motivating work environment for team members.

VACCINATION REQUIREMENT:

To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.


EDUCATION REQUIREMENTS:

  • Bachelor’s degree in Business, Management, Communications, or Information Systems, or a combination of education, skills, and related experience

QUALIFICATIONS/EXPERIENCE:

  • Minimum of 5 years of experience working in a Helpdesk and/or Tier 1-3 environment, providing customer support to internal/external customers.
  • Excellent problem solving, interpersonal communication, organization, and project management skills.
  • Demonstrated supervisory skills that inspire confidence and respect while motivating team members in a creative and effective manner.
  • Must have a desire for achieving excellence in customer satisfaction, process and product quality and reliability.
  • Must be able to handle a high volume of customer calls and a fast-paced environment.
  • Experience with global customers and support teams.
  • An ability to translate product issues into productive education materials for teams who have direct interaction with customers.
  • Must be extremely detail-oriented with respect to documentation and communication.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

  • Oversee the Tier 3 support organization within a specified business unit(s).
  • Develop organizational strategy and goals for the organization that support continuous improvement, customer satisfaction and the overall achievement of agreed upon service level agreements.
  • Develop and implement customer support policies and procedures with team members.
  • Define and communicate customer support standards and operating procedures.
  • Manage, train and mentor staff to achieve first class customer support service by embracing a metrics driven approach, tracking, reporting, and managing to a set of performance metrics.
  • Direct the daily operations of customer support and post-deployment care.
  • Maintain accurate records of all customer inquiries along with their resolution.
  • Distribute quarterly customer support FAQ’s to improve operational efficiency and first call resolution.
  • Interact with customers, both internal and external in the resolution of their support issues.
  • Chair customer support review sessions to identify and report trends to Product Engineering.
  • Enable the support team to collaborate with other Technology and Business organizations to facilitate the quick resolution of customer support inquiries.
  • Develop guidelines and best practices to ensure quick resolution of customer inquiries.
  • Diagnose, track, and provide suggestions to resolve application performance issues and areas for improvement.
  • Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
  • Attendance and punctuality are essential functions of the position.

SUPERVISORY RESPONSIBILITIES:

The position is responsible for the management, direction, coordination, performance, and evaluation of an assigned team and staff. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

TRAVEL REQUIREMENTS:

☐ 0% - 5%

☐ 5% - 10%

☒ 10% - 20%

☐ 20% - 50%

☐ >50%

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to perform sedentary work which includes sitting for long periods of time and occasionally required to lift 25lbs (11.3 kg). Further guidance on physical activities, requirements, visual acuity, and working conditions is available in HCM.

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