Resident Support Manager

Parasol Alliance•Urbana, IL

7d•Remote

About The Position

At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our clients’ use of technology, enabling them to maximize profitability, growth and success. Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, to help our clients make smart strategic technology investments and effectively use technology to achieve their business objectives. Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it. Leadership defines us. We are innovative leaders in everything we do. The Resident Technology Support Manager will be the direct report for the Resident Support Associates on the team. They will help to provide insight to team members, check-in with them and review and approve their time entries. In addition, this position would be a part-time resource for Resident Support for our client.

Requirements

Healthcare experience preferred, long-term healthcare support experience is a plus
At least 1 year of experience in a managerial or supervisory position
Basic technical troubleshooting and problem solving on multiple types of devices including computers, laptops, phones, tablets and smartphones
Some exposure to enterprise IT support
Ability to appropriately handle client relationships as the face of their team
Excellent communication and customer service skills are required
The position is largely self-motivated and self-structured.
Some local travel required
Background check, TB test, vaccinations (or masking in lieu of vaccinations)

Nice To Haves

long-term healthcare support experience is a plus

Responsibilities

Oversight of the Resident Technology Support program.
Oversight of resident support requests.
Work as a point of escalation for all Resident support related items.
Act as the primary TechAtHome point of contact for all clients
Lead the TechAtHome Team meetings
Review and approve time entries against timeclock times
Interview for new TechAtHome team members as needed
Help with assignment of tickets
Record and review TechAtHome metrics
Detailed documentation within service tickets on issue steps and resolution
Excellent customer service on the phone, via email and in person
Act as a TechAtHome Resident Support Analyst part-time.
Ensure adherence to company policies.
Encourage growth within the company for the team members.
Ensure all billable time for the program matches all payroll time recorded, and that proper time entries are being entered.
Ensure 2 classes per month (unless the client opted for less) are held each month