• Associate Manager Technical Support

    Job Locations IN-Pune
    Posted Date 1 month ago(3/21/2018 7:05 AM)
    Requisition ID
    Client Service/Support
  • Overview



    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.


    • 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


    Academic and professional qualifications:

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


    • 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 competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.


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