Manager, Technical Support

This posting will close on October 4, 2024.

Helping Save More Lives

That’s our mission. It’s our business. We are seeking a team player who is passionate about making a commitment to our mission.

RQI Partners is a partnership between the American Heart Association and Laerdal Medical.

We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.

Helping Save More Lives. — Our Mission, Our Business.

RQIP Benefits Include:

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance

Position Overview:

Leads Technical Support team in daily activities to provide excellent service to customers. Collaborates with internal stakeholders to continuously improve work processes and procedures to achieve business and customer goals and desired service level outcomes.

Position Holder is Accountable For:

• Providing leadership, direction, and support to the Technical Support teams in providing excellent service delivery to RQIP customers.
• Identifying and developing process improvements and support objectives to increase efficiency and productivity.
• Monitoring and reporting on department KPIs, including case management and incoming customer contact response times, identifying areas of improvement to increase customer service quality and satisfaction.
• Promote organizational and departmental goals by providing continuous customer-centric service and support to external and internal customers.
• Provide teams with guidance and support in addressing difficult or complex problems and managing escalated complaints or disputes.
• Serve as a subject matter expert through close collaboration with internal technical, development and program teams.
• Provide hands-on troubleshooting as needed, including participating in customer meetings and collaborating with internal stakeholders to resolve customer issues.

• Identifying training needs and creating and delivering training content to technical service team, ensuring an overall high degree of competence within the group.
• Identifying emerging customer support trends; collect information, test and confirm, escalate as needed, provide team(s) work around or solution.

Required Skills and Competencies

• Bachelor’s degree in related field or equivalent combination of education and experience.
• Minimum 5 years’ experience in a technical customer service role, with at least 2 years of supervisory experience.
• Excellent communication skills, both written and verbal.
• Ability to multi-task and utilize multiple software platforms simultaneously.
• Demonstrated ability to act in a leadership capacity.

The estimated annual base salary for this position is $85,000 to $90,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.