Job description
Transform Your Career
We deliver unparalleled opportunities for growth and career advancement. Our dynamic, entrepreneurial culture supports your journey every step of the way.
Embrace new challenges and deliver real value to some of the world’s most influential Fortune 100 brands, growth companies transforming their industries, and mid-market firms that need help navigating the defining moments of their lifecycle. Work side by side with business leaders to solve complex client challenges and make a true impact. Love what you do as part of a diverse organization committed to collaboration and continuous learning.
The Team – Healthcare IT Services
Highspring enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.
Formerly known as Pivot Point Consulting, we are currently ranked #1 Best in KLAS: Managed IT Services and #1 Best in KLAS: Technical Services, and has been repeatedly recognized as a top performer by KLAS in multiple categories, including Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020.
Your Impact
The IT Supervisor will be responsible for supporting our Pivot Point Consulting customers by providing exceptional call center support, project management, and team support. This position will assist the call center management team in providing leadership, guidance, customer onboarding, and training to the staff of the assigned call center. Customer service and communication skills are crucial to the success of this position. This is a salaried position within the call center team. This position may require 25-40% per week call center phone coverage.
Occasional after-hours, weekend, and holiday work may be required in this role.
Duties and Responsibilities:
- Provides ongoing communication to the call center team based on customer updates, changes, and outages.
- Train and document new information or changes from the customer(s).
- Ticket/Issue Escalations for assigned call center.
- New customer onboarding and project management.
- Provide support for the Quality Assurance team with ticket review and client reporting.
- Daily interaction with our customers to address issues, requests, and concerns.
- Review customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Deliver service and support to end-users, including via remote connection or over the Internet.
- Organize ideas and communicate oral messages appropriate to listeners and situations.
- Stay current with system changes and updates.
- Ensure customers receive prompt, accurate and courteous service.
- Assists in the Recruitment, interviews, hires, and training of new staff.
- Oversees the daily workflow of the call center.
- Provides constructive feedback for performance evaluations.
- Client onboarding and information gathering.
What Do You Need to Succeed?
Minimum Qualifications
- Project Management and Project Tracking
- Documentation Standards
- Develop Training materials and provide new customer training.
- Assist with SOW and RFI documentation.
- Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
- Knowledge of customer service principles and practices (ITIL training a plus).
- Medical/clinical terminology is preferred, but not required.
- Experience supporting software computer applications and equipment from a remote helpdesk environment.
- Must be a team player and build good working relationships across all functions of the company.
- Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus.
- Need to be flexible, adaptable, and possess creative problem-solving skills.
- Proficient in Microsoft Office suite and database knowledge.
- 2-year Associates degree or equivalent experience is desired.
- 7+ years’ experience in the Information Technology and/or Call Center field preferred. In addition, 2+ years’ experience in IT staff leadership and/or IT staff mentoring.
