The Opportunity

Applied Software Inc. also known as MagView (http://www.magview.com) is a growing proprietary health software company that has a track record of growth in its niche market. We deliver quality software solutions to hospitals and breast centers across the nation which helps save lives. After completing a several weeks of training orientation, you will be leading Support teams which are first in line to interact with our customers. The Technical Support Supervisor will be a focal point for the health of our business through customer satisfaction, retention, and growth.

The Role

The Technical Support Supervisor leads 2 or 3 teams of 3 support staff, consisting of Tier 1 and Tier 2 support engineers. These team members take a proactive approach, offering best practices to the clients and solving customer issues. These teams maintain a close customer relationship, utilizing an in-depth familiarity with the customer’s specific solution, environment and workflows. This technically challenging role will direct and oversee the work of support staff to ensure that all customer service activities (primarily tickets) are completed on time, consistent with customer specifications and satisfaction. The supervisor will be responsible for working with other supervisors and Support management to design and implement improved processes, operational policies and best practices for customer support. The supervisor will lead a team of diverse and versatile technical support staff, focusing on the relationships, technical troubleshooting, and support of the MagView client base. Candidates for this position would need excellent hands-on technical and management skills as well as experience managing client support in a software technology environment. This position reports directly to the Support Department Manager and offers a possible progression pathway to that position.

Responsibilities

• Develops and maintains client relationships by understanding current and future needs of clients, establishing a partnership with each customer and providing superior client satisfaction.
• Understand and improve processes that will result in customer problem resolution and provide the highest level of satisfaction with the fastest turnaround.
• Manage day to day operations to ensure that requests are resolved in a timely and effective manner.
• Promote knowledge sharing and continual improvement, including utilization of appropriate systems and emphasizing team collaboration.
• Establish periodic team and individual goals, utilize metrics and ensure that teams are meeting our customer service level agreements (SLA).
• Advocate on behalf of your customers and bring visibility of customer situations to the entire MagView organization. Provide recommendations and feedback for products and customer processes.
• Maintain and improve the training programs for new and existing support engineers to promote rapid onboarding as well as effective rollout of new products and features.
• Proactively engage strategically valuable customers to maintain pulse and offer direct customer visibility.
• Maintain key customer stakeholder contact, monitor fluctuations in customer expectations, adjust the client strategy accordingly, identify Sales opportunities.
• Mitigate customer escalations by developing direct customer resolution action plans.
• Ensure effective performance of maintenance activities through preparation, execution and follow up.
• Motivate the team through performance review, coaching, career planning, and setting individual development plans.
• Oversee the smooth transition of customers and support responsibilities from Project Management team to the Support team at the completion of new implementations.

Leadership Style

• Presents a can-do attitude with confidence to face business challenges head-on.
• Leads by example as well as by direction and vision.
• Displays a hunger for constant improvement and a progressive growth mentality.
• Demonstrates capacity to handle challenging escalation situations with a calm demeanor and approach.
• Engages effectively and creatively with a hybrid MagView team of local and remote staff.
• Balances decisions on pragmatic, expedient workarounds for customers with robust long term solutions based on the relevant factors for each situation.

Experience & Skills Requirements

• Minimum 3+ years Client Services/Technical Support experience
• BA/BS degree required; advanced degree preferred
• Experience with a 24/7 call center system
• Experience with multi-tiered Client Support / Technical help desk
• Demonstrated experience in performance data measurement (short and long term)
• Demonstrated ability to deliver on-site training and/or presentations
• Proven experience creating technical training documentation
• Excellent communication skills; verbal, written and listening
• Experience with process development and analysis
• Experience developing and implementing client service plans preferred

Salary Range: This is a full-time opportunity with compensation commensurate with experience.

ASI is an Equal Opportunity Employer and encourages applicants of all ages, experiences, and backgrounds to apply for open positions. ASI does not discriminate on the basis an applicant’s age, race, color, creed, religion, national origin, sex, marital status, disability, sexual orientation, or status about public assistance. ASI offers a competitive salary and a positive corporate culture. For more information about the ASI team, please visit our website at: https://www.magview.com/careers/ .

Please apply online at: https://www.magview.com/technical-support-supervisor/

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Work Remotely

• No

Job Type: Full-time

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
To ensure the safety of our staff we have instituted a remote work policy. This will be phased out as it becomes safe to return to the office.

Ability to commute/relocate:

• Fulton, MD 20759: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Help desk: 1 year (Preferred)
• Software troubleshooting: 1 year (Required)
• Technical support: 1 year (Required)

Work Location: Hybrid remote in Fulton, MD 20759

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