Azara Healthcare is a leader in the population health management industry. As the Manager of Customer Technical Support, you will play a pivotal role in providing exceptional customer service and assistance to our clients by leading and overseeing the technical support team. Your responsibilities will include managing team leads and individual contributors, leveraging your technical knowledge, particularly in SQL work, to address complex issues and ensure timely and effective resolutions. Your primary focus will be on monitoring the process and skill level within the technical support team, as well as, maintaining Azara’s high level of customer satisfaction.

Azara Healthcare has an exciting fast-paced, collaborative environment and we are looking for the right person with the drive to grow with us!

Azara Healthcare offers a full suite of medical plans, 401(k) plan, 7 company holidays, 3 floating holidays & 4 weeks of PTO and other benefits in addition to a competitive salary.

As the Manager of Customer Technical Support, you will have a significant impact on our customers' experience and satisfaction. Your technical knowledge and leadership skills will be essential in guiding the team to success and ensuring that our customers receive top-tier support. If you are passionate about customer-centricity and possess the technical expertise in SQL, we encourage you to apply and become an integral part of our team.

Role and Responsibilities

1. Leadership and Team Management:
• Lead, mentor, and guide the technical support team, consisting of team leads and individual contributors.
• Utilize your technical expertise, particularly in SQL work, to provide guidance and support in complex problem-solving scenarios.
• Promote a collaborative and positive work environment that encourages continuous learning and professional growth.
2. Customer Support Strategy:
• Develop and execute customer support strategies that align with the company's objectives and enhance customer satisfaction.
• Collaborate with cross-functional teams, including Product, Engineering, and Implementation, to ensure a seamless customer experience.
• Analyze customer feedback and support metrics to identify opportunities for improvement.
3. Technical Issue Resolution:
• Assist the team in resolving complex technical issues, ensuring prompt and accurate responses to customer inquiries.
• Act as an escalation point for critical customer cases, ensuring their timely resolution and customer satisfaction.
4. Process Improvement:
• Continuously evaluate support processes and workflows to identify areas for improvement and efficiency gains.
• Propose and implement changes to enhance the overall effectiveness of the technical support team.
5. Performance Tracking and Reporting:
• Define and monitor key performance indicators (KPIs) for the technical support team.
• Regularly report on team performance, providing insights, trends, and recommendations to senior management.
6. Cross-Functional Collaboration:
• Collaborate closely with cross-functional teams to address technical challenges, drive product improvements, and enhance customer support strategies.

Requirements

• Bachelor's degree in a relevant technical field or equivalent practical experience.
• Proven experience in technical support/customer service roles, with a minimum of 3 years in a managerial or supervisory position.
• Strong leadership and team management skills, with a track record of building and developing high-performing teams.
• Proficiency in SQL and technical expertise in troubleshooting and resolving complex technical issues.
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience with customer support software and tools including Jira, Visual Studio Code, MS Office, GitHub, various VPN/remote access tools including Citrix and Zoom.
• Analytical mindset with the ability to make data-driven decisions