The Technical Support Manager is fully responsible for running and managing the company's technical support, employing a small team of dedicated technicians. This role primarily involves ensuring the team quickly and efficiently responds to inbound tier 3 support issues, via telephone and the support ticketing system. In addition, the team is responsible for technical configurations to support the implementation team and efforts to onboard new customers for the assigned GHX product(s). Lastly, the team is responsible for working with cross functional leaders to define support processes and procedures and in-depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action. The Technical Support Manager will be responsible for ensuring the correct elevation of issues and un-resolved software issues to the development team, as well as ensuring that any bugs are correctly documented. This role also requires effective management of internal service levels relative to technical configurations as well as collaboration with the product and development teams to support the production release process and regular UAT and production release validation.Key Responsibilities

• Manages Technical Support team and processes
• Directly supervises Technical Support specialists and analysts
• Creates and utilizes KCS knowledge base methodology to solve customer issues
• Develops key metrics to measure and manage teams in support of customer satisfaction drivers
• Identifies internal operational improvement opportunities in concert with the Customer Operation management team
• Updates the Customer Support application to report progress for all work performed
• Produce weekly and monthly summary management reports on technical support ticket
• Facilitates internal and external customer facing documentation and training for the assigned GHX products
• Serves as the operational lead to conduct UAT and validation for product releases.
• Manages tier 3 technical support cases and Implementation configurations for assigned GHX products
• Serves as escalation point for technical support issues in operations
• Able to troubleshoot and identify points of failure along the complete chain of processing
• Coordinates with product and development teams to document, prioritize and resolve application, processing, and data reporting issues and application enhancements.
• Provides follow-up with required individuals (both internal and external) to ensure successful problem ownership
• Oversight for the granting of internal user access, maintenance of user permissions, and ensuring routine user audits for assigned GHX products
• Works proactively across departmental lines in pursuit of timely and quality resolutions, with a focus on delivering a high level of service resulting in consistently improved customer satisfaction
• Works closely with implementation to evaluate configuration requirements for new and existing customers. This includes executing configuration of new customers and managing change requests for existing customers.
• Serves as the Deputy Incident Manager for all application related incidents, this includes root cause analysis and remediation action

KEY DUTIES

• Develop, manage, and mentor a high-performing team
• Provide direction to team in identifying process improvements and ensuring customer satisfaction in the delivery of the assigned GHX products
• Lead team to deliver required service levels (responsiveness and task completion) and develop new service levels as needed to meet or exceed customer expectations
• Provide timely and consistent communication to internal and external stakeholders
• Comfortable with the occasional on call rotation, weekend, or holiday coverage shift
• Other duties as assigned

KEY COMPETENCIES

• Excellent written and verbal communication skills
• Self-motivated with solid work ethic
• Good oral and written communication skills
• Strong technical and analytical skills
• Ability to effectively handle pressure situations
• Ability to develop and maintain business relationships
• Analytical, detail-oriented with demonstrated project management skills
• Ability to work in a fast-paced, evolving environment while managing multiple priorities
• Ability and willingness to travel up to 25%
• Proficient in Microsoft Office with intermediate to advanced skills in Excel
• Follows ITIL problem management methodology to manage support processes and workflow

Required Education, Certifications, and Experience

• Bachelor's degree in Computer Science, Information Technology, Computer Networking, and Hardware or IT related field
• 5-7 years customer support in a technical field
• Minimum 2 years direct people/staff/team supervision and management experience
• EDI (ANSI / X12), XML, SQL, SFTP knowledge
• Ability to understand, write, and execute SQL commands
• Intermediate to advanced knowledge and utilization of Microsoft Office products
• Intermediate knowledge of Salesforce.com and Jira tools
• Knowledge of basic ERP integration/file sharing principles and practices for 3rd party software

Preferred Qualifications

• Advanced degree (e.g., MA, MBA)
• Understanding of ERP accounting/finance module functionality and/or business processes
• Experience working directly or indirectly in healthcare finance, supply chain, or payments industry

Estimated Salary range for this position: $87,500-$100,000GHX: It's the way you do business in healthcareGlobal Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 600 people worldwide. Our corporate headquarters is in Europe, Louisville, Colorado, just outside of Denver, with additional offices in Europe, Atlanta, Georgia and Omaha, Nebraska.GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX's employees to perform their expected job duties is absolutely not tolerated not tolerated.#LI-Remote #LI-SY