Application Support Manager

About Element5

Element5 is on a mission to transform the way post-acute care organizations work. Using AI and RPA, we're automating complex and repetitive tasks, so teams can focus on better patient outcomes. In short, if post-acute teams are spending too much time on administrative work, Element5's digital assistants can take over for them.

Were fast-paced, supercharged, and moving at the speed of light. Our team is made of industry veterans who have built several successful products for healthcare and IT, and are now on the most meaningful mission of our lives. Collectively, we impact improvements in care quality for millions of patients by freeing up healthcare teams from burdens of compliance and regulations. Recently,Element5 raised $48.5 million in seed funding and operates with offices in San Jose, California and Chennai, India.

Please visit our website at https://www.e5.ai/

Position Overview:

The Support Manager plays a vital role in facilitating efficient and effective technical and client support services for the organization. This position involves direct, hands-on management of tech and client support activities, collaborating with other internal teams and  stakeholders, and ensuring timely resolution of all production issues. The Support Manager serves as the direct central point of contact for clients and internal teams on support-related inquiries. He acts as a liaison between clients, technical support staff, CSMs, and other departments.  

Key Responsibilities:

Support Management:

Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams.

Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues.

Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster.

Act as the incident/fire captain in case of production incidents/fires.

Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement.

Build and manage the tech and client support team members.

Responsible for managing and bringing all production and client tickets to a closure.

Communication and Collaboration:

Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution.

Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction.

Maintain regular updates on tech issues to various stakeholders, both internal and external.

Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.

Build and maintain positive relationships with clients, understanding their unique needs and providing personalized support.

Documentation and Knowledge Management:

Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system.

Contribute to the development and maintenance of knowledge bases, FAQs, and support documentation to enhance self-service capabilities.

Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution.

Create MIS presentations, reports and dashboards on production issues and client inquiries.

Continuous Improvement:

Identify opportunities for process improvement and efficiency gains within the support function.

Demonstrate continuous improvement based on support metrics.

Participate in regular team meetings to discuss challenges, share best practices, and propose solutions for enhancing support services.

Proactively follow up with clients to ensure their satisfaction, address any outstanding concerns, and gather feedback for continuous improvement.

Qualifications and Skills:

• Expected experience: 12+ years with at least 5 years experience managing a support team.
• Bachelor's degree in business administration, computer science, or a related field.
• Previous experience in a tech(Java) and client support or coordination or management role within a SaaS/technology solutions team.
• Experience in handling 24/7 support and working with geographically dispersed teams.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical individuals.
• Problem-solving skills and the ability to analyze information to identify root causes and recommend appropriate solutions.
• Strong organizational and time management skills, with the ability to prioritize and multitask effectively.
• Client-centric mindset with a strong focus on delivering exceptional client service.
• Proficiency in using support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
• Detail-oriented with the ability to maintain accurate records and documentation.
• Decision-making abilities with a client-centric mindset.
• Ability to work well in a team environment, collaborating with colleagues and stakeholders at various levels.
• Flexibility and adaptability to work in a fast-paced and dynamic environment.
• ITIL certification is a plus.
• Healthcare, post-acute healthcare experience is a plus.