Surgical Notes is hiring a Product Support Supervisor to assist with overseeing the product support team processes and work, responsible for resolving all client-reported incidents and/or requests. The ideal candidate has excellent organizational and communication skills, with the desire and ability to learn quickly. Working as a part of the team to meet deadlines, while also being able to work independently, is crucial to success in this position. Our organization prides itself on being built upon a set of strong core values. We are looking for candidates who will actively exhibit these core values: Service Excellence, Transparency, Teamwork, Accountability, Hard Work, and Positive Attitude.
External Title: Supervisor, Product Support
Internal Title: US DOC MGR
Reports to: Infrastructure Operations and Product Support (IOPS) Manager
Responsibilities:
Technical Support:
- Provide technical solutions by identifying problems, researching issues, and offering temporary workarounds or permanent fixes that don’t require code changes.
- Serve as the first point of leadership escalation for all client (external) and end-user (internal) support inquiries.
- Restore client software instances in the lab to reproduce problems and identify solutions.
Process Management:
- Create and manage support processes such as incident, request, and problem management to enhance productivity and efficiency.
- Create ad-hoc productivity and service level reports using SQL or report-building tools for leadership and clients.
- Draft and send Major Incident (MI) Management communications.
Client and Vendor Relations:
- Build and maintain relationships with 3rd party vendors and key client contacts to resolve issues and navigate support processes.
Projects:
- Act as a subject matter expert on assigned technical projects.
- Oversee client data migration, data import, and software upgrade projects as required.
- Design, develop, and deploy HL7 interfaces as needed.
Staff Management & Coaching
- Manage staff schedules to ensure adequate support coverage and efficient ticket distribution.
- Enforce and train team members on ITIL support processes and common technical resolutions.
- Ensure an updated, accurate, and user-friendly knowledgebase repository.
- Participate in the monthly on-call support rotation as needed.
Additional Responsibilities:
- Perform other duties as assigned.
Role Information:
- Full-Time
- Salaried
- Exempt
- Eligible for Benefits
- Working within our business operating hours of 6am-8pm Central
- Remote: The minimum bandwidth requirements are 10 Mbps upload and 50 Mbps download speeds. The recommended bandwidth requirements are 20 Mbps upload and 100 Mbps download speeds.
Job Requirements:
Required Knowledge, Skills, Abilities & Education:
- Bachelor’s degree in any field (or equivalent work experience) or Associate’s degree in a technical discipline.
- 5 years’ experience managing teams.
- 3 years’ experience in information technology.
- 3 years’ software support experience.
- 3 years’ experience managing SQL Server database environments.
- 3 years’ experience with Microsoft Windows Desktop and Server administration including file permissions, file sharing/FTP, printing services, event logging, task manager, IIS, and user management.
- 3 years’ experience with SQL, T-SQL, or PL-SQL (including development and/or administration or profiling).
- 2+ years’ of combined experience across HL7 Interfaces, SNChart, QType, SNCoder, and ScanChart ASC.
- ITIL certification covering key processes like Incident, Problem, and Request Fulfillment.
- Solid understanding of networking services like DNS, DHCP, and TCP/IP routing.
- Working knowledge of Active Directory concepts like LDAP, OUs, GPOs.
- Working knowledge of Adobe Acrobat Pro DC is a plus.
- Ability to multi-task and track ongoing efforts, timelines, updates, and issues.
- Ability to work off-hours to ensure the availability of critical IT systems and applications.
- Relentless problem-solver with excellent organization and communication skills.
- Professional appearance and tone presenting in front of small groups.
- Ability to work independently and as part of a team.
- Flexibility to assume new tasks or assignments as needed.
- Ability to work independently and as part of a team
- Strong attention to detail and speed while working within tight deadlines
- Exceptional ability to follow oral and written instructions
- A high degree of flexibility and professionalism
- Excellent organizational skills
- Outstanding communications skills; both verbal and written
Preferred Knowledge, Skills, Abilities & Education:
- MCSE certification
- Microsoft Azure experience (Blob storage, App Service, and SQL Database)
- Document management software experience
- Transcription software experience
- Practice Management software or EHR experience
- Experience developing consumer/commercial products
- Experience working with high-volume faxing or scanning solutions
- Healthcare or revenue cycle experience
- Experience working in an Ancillary/Ambulatory Surgery Center (ASC)
- Strong Microsoft Office skills in Excel, Outlook, and Teams
Physical Demands:
- Sitting and typing for an extended period of time
- Reading from a computer screen for an extended period of time
- Speaking and listening on a telephone
- Working independently
- Frequent use of a computer and other office equipment
- Work environment of a traditional fast-paced and deadline-oriented office
Key Competencies:
- Leadership
- Attention to Detail
- Problem Solving
- Time Management
- Communication
- Technology aptitude
- Time & Attendance/ Dependability
- Organization
