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Apple
Austin, TX, United States
Summary Posted: Apr 22, 2024 Weekly Hours: 40 Role Number: 200547589 The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-
Job Source: AppleResMed
Austin, TX, United States
You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For
Job Source: ResMedApple, Inc.
Austin, TX, United States
Summary Posted: Apr 22, 2024 Weekly Hours: 40 Role Number: 200547589 The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-
Job Source: Apple, Inc.Q2 India
Austin, TX, United States
Manager, Customer Support (Quality Office) page is loaded Manager, Customer Support (Quality Office) Apply locations Austin, TX time type Full time posted on Posted 2 Days Ago job requisition id REQ-10082 As passionate about our people as we are about our mission. What We’re All About : Q2 is proud of del
Job Source: Q2 IndiaConvo US
Austin, TX, United States
As a Customer Support Specialist at Convo , you will be a key player in delivering exceptional service to our valued customers. Your primary focus will be to provide timely and effective solutions to customer inquiries, ensuring their satisfaction and success with our products and services. Serving as the frontline contact, you will play a cruci
Job Source: Convo USCivitas Learning
Austin, TX, United States
The Customer Support Engineer provides ETL, data engineering, and product support to customers and internal teams in our Services department. Specifically, this team member will focus on constructing and testing custom filters and custom ETL logic for our customers, as well as investigating and correcting complex bug fixes within our ETL codebase.
Job Source: Civitas LearningVectra AI, Inc.
Austin, TX, United States
**It takes all kinds to build a culture(we wouldn't have it any other way)** Diversity and inclusion are more than just words. Theyre foundational to how we build multicultural teams, recognize achievements and create a workplace that embraces everyone. We encourage and welcome you to bring your authentic whole-self to work and just be who you are.
Job Source: Vectra AI, Inc.Civitas Learning
Austin, TX, United States
The Customer Support Engineer provides ETL, data engineering, and product support to customers and internal teams in our Services department. Specifically, this team member will focus on constructing and testing custom filters and custom ETL logic for our customers, as well as investigating and correcting complex bug fixes within our ETL codebase.
Job Source: Civitas LearningAustin, TX, United States
Description
Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking a Manager, Customer Support to join our team. This is a hybrid opportunity based out of our Austin, TX office.
Job Summary
We are seeking a highly capable professional to join our global support organization as a Manager of Customer Support. In this role, you will be responsible for overseeing a team of 6–12 support engineers supporting a variety of Imprivata’s products. The ideal candidate will be people-focused with a strong technical background and leadership experience with SaaS solutions in healthcare technology.
Duties And Responsibilities
Responsible for delivery of team KPIs, including customer satisfaction, SLA response, and resolution time targets
Work collaboratively with the broader support leadership team in driving a consistent customer experience across our product portfolio
Engage cross-functionally with Customer Success, Product Management and Engineering to drive product and process improvements
Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, and customer support engineer development.
Manage and develop Support personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching. Take corrective action when needed.
Expertly handle customer escalations & participate in rotations for on-call management escalation as needed
Identify areas of automation and efficiency within supported platforms
Travel to be expected across our primary office locations (quarterly) and customer sites as needed – roughly 10-15% travel.
Required Qualifications
Bachelor’s Degree in Business, Computer Science, or a related discipline or relative experience.
7-10+ years of Customer Support experience with SaaS solutions
7-10+ years Customer Support/Success/Services experience, preferably in a healthcare technology environment
5-7+ years of team or department management experience
Exceptional organizational skills & ability to deliver against multiple priorities
Excellent written and verbal communication skills
Excellent presentation development and delivery skills
Motivated, self-starter with an excellent work ethic and high level of integrity
Passionate about customer support and team building
Experience with Salesforce case management, dashboarding and reporting
Incident Management experience
Desired Qualifications
Experience with Salesforce case management, dashboarding and reporting
Strong application support expertise on linux-based systems
Experience with SQL support / manipulation of large data sets
Knowledge of data transfer methodologies between health care systems
Knowledge Centered Support workflows and methodologies
This position offers a salary range of $116,000.00 to $126,000.00 (inclusive of variable compensation such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This salary range represents the high and low end of Imprivata’s salary range for this position. Actual salaries will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Manager, Customer Support jobs in Austin, TX, United States
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