Technical Supervisor; Medicall - Remote

The Technical Supervisor (Medicall) role functions primarily as a technical resource responsible for oversight and support for the installation, configuration, monitoring and troubleshooting of a wide range of network and application issues as they relate to the assigned platform including, but not limited to consoles, web interface, paging, smart phones, telephony, network, and hardware.

• Install server and client components.
• Independently install and configure all products supported, assisting less experienced Consultants when needed.
• Work with customers, vendors, partners, and on-site Consultants to resolve issues as they relate to Spok software and test possible solutions and elevate if necessary.

• Provide proactive resolutions to developing problems.
• Suggest modifications, when necessary, that may result in a permanent fix to a problem.
• Prioritize activities in a dynamic environment and meet project commitments and deadlines.
• Analyze and troubleshoot a wide range of problems effectively.

• Maintain familiarity with current and previous versions of all products, procedures, processes, and technology by participating in training sessions offered.
• Provide customer training on all Company applications as needed.

• Manage customer relationships by proactively contacting customers.
• Professionally deliver customer support and service by responding in a timely and respectful manner to requests and ensuring the project meets the customer’s requirements.
• Communicate and behave in a client-focused manner by providing critical details to customers.

• Listen and professionally communicate information to a diverse customer base, vendors, and internal departments at all skill levels, both verbally and in writing.
• Participate in customer conference calls, and at times, facilitate and conduct customer conference calls.
• Consistently provide appropriate updates to Project Managers and customers.

• Maintain existing processes, standards, and upgrade documentation, and create new documentation as necessary.
• Follow implementation standards, project plans, and related documentation to ensure a high level of success during the implementation process.

• Evaluate and report project outcomes, customer satisfaction, and customer concerns.
• Report project status, schedules, issues, resolutions, and completions to the necessary parties.

• Complete timesheets weekly.
• Maintain a 60% Billable percentage.
• Manage and develop technical team members of 3-5.
• Assist with the onboarding of new team members, coach, and mentor existing team members.
• Assist with Kantata staffing assignments.
• Keep up to date on the status of current projects assigned to the team by assisting with prioritization of open action items with Project Managers.
• Develop and execute technical policies and procedures as requested.
• Review and comment on product documentation.
• Carry out administrative functions as requested by management.
• Serve as back-up/assume responsibilities (as requested) when next-level management is away from the business.

• Bachelor degree
• 3-5 years of experience supervising teams
• Experience in the Healthcare IT space

Salary range 95, + bonus