Technical Support Jobs

About The Position

Requirements

• Bachelor’s degree in Information Technology, Business, Healthcare Administration, or a related field, or equivalent experience.
• Background supporting healthcare revenue cycle, financial, registration, scheduling, or medical records solutions.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and relationship-building abilities.
• Experience managing customer escalations and driving successful outcomes.
• Proven success leading and developing technical support teams, driving organizational change, and using analytics to improve operational performance.
• 7+ years of experience in technical support, healthcare IT, or customer operations, including 3+ years in a people leadership role.
• Experience with CRM, case management, reporting, or knowledge management platforms.

Nice To Haves

• Experience with healthcare software, revenue cycle management, or health information systems.
• Familiarity with SQL, reporting tools, or basic technical troubleshooting.
• Knowledge of ITIL or service management frameworks.
• Experience with process automation, AI-enabled support tools, or knowledge management platforms.
• Familiarity with generative AI, copilots, chatbots, and related technologies.

Responsibilities

• Lead and develop medium-sized, geographically distributed support teams.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Serve as an escalation point for critical customer issues.
• Lead workforce planning, staffing, capacity management, and resource allocation across support operations.
• Manage performance, employee development, and succession planning.
• Oversee support for Financial Management, Patient Registration, Scheduling, and Medical Records applications.
• Drive operational performance, including SLA attainment, customer satisfaction, and support efficiency metrics.
• Establish operational priorities and ensure alignment with departmental goals.
• Contribute to departmental strategy and annual planning.
• Partner with Product, Engineering, Customer Success, and Professional Services to resolve complex issues, improve product quality, and advocate for customer needs.
• Analyze support data to identify trends, root causes, and process improvements.
• Develop dashboards and reports to measure operational performance and customer outcomes.
• Lead initiatives that improve productivity, issue resolution, and service delivery.
• Use operational insights to influence product and support strategies.
• Drive adoption of AI and automation technologies to improve productivity, knowledge management, and customer experience.
• Establish best practices and training for responsible use of AI tools.
• Evaluate emerging technologies and identify opportunities to enhance support operations.

Benefits

• PTO may be limited during these periods to support business operations.