Allscripts

  • Associate Manager Technical Support

    Job Locations US-IL-Litchfield
    Requisition ID
    2018-14764
    Posted Date
    3 weeks ago(4/2/2018 11:20 AM)
    Category
    Client Service/Support
  • Overview

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    Welcome to Allscripts!  Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

     

    The primary purpose of this role is to contribute to customer satisfaction of Allscripts clients. The incumbent will assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem solving skills. He or she will also ensure that the team is performing at optimum level of efficiency and quality.

    Responsibilities

    • Oversees the primary activities of the technical support staff to ensure completion of tasks and attainment of departmental goals
    • Review call volume reports, forecasts, and analyses to ensure proper staffing of customer support/call center personnel
    • Serve as escalation point for issues beyond technical support staff; resolve conflicts involving scheduling, resources or technical issues
    • Evaluates and assess new projects based upon size, complexity, and timeframe
    • Induct new joiners in order to quickly maximize performance
    • Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
    • Allocate work load to fully utilize every employee's talent
    • Implement development plans and coach for individuals to reach their maximum talent
    • Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
    • Recognize high performers to maintain motivation and retain key talent
    • Regularly communicate on company news and team progress against business plan
    • Create team spirit

    Qualifications

    Academic and professional qualifications:

    • Bachelors Degree in Business , Computer Science or equivalent relevant business experience.
    • More than 2 Professional/Technical certifications obtained and maintained

    Experience:

    • 7+ years experience in a customer support or call center environment

    Travel Requirements:

    • Minimal travel may be required

    Working Arrangements:

    • Able and willing to work on shifts or be on an after-hours beeper rotation

     

    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

     

    Allscripts 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 Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.

     

    From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans

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