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Product Support Engineer, Lead - (Remote 24-81)

Technical Support United States

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Description

Essential Duties and Responsibilities

Communication and Troubleshooting

Communicate with customers and work with staff to provide adequate resources while troubleshooting issues with the Support staff.

Research customer issues and trending to identify areas of concern that require additional focus to eliminate repeat issues at the core.

Work with Support Engineers to provide guidance to the customer in resolving environmental issues through consistent exercise of discretion and judgment, advanced knowledge of Spok products, environments, and related technologies.

Research over-all product case trending to identify areas of concern within Spok products and code that may require additional development or product focus to eliminate issues at the core.

Customer Relations and Quality

Manage customer relationship to case closure, or escalation as required by procedure.

Build a strategy to identify customers that need additional attention or focus (large case volume, repeat issue, low survey results, etc.), review customer trending and establish an action plan to proactively address ongoing issues.

Coordinate with other vendors and clients to resolve difficult cases until closure.

Identify gaps in knowledge or training of customers and Support Engineers.

Monitor coverage for off hours to ensure adequate support is provided to the customer base at all times.

Advise customers on best practices to meet their business needs through application software, hardware, or system functionality of Spok products.

Meet service level expectations and ensure proper documentation of reported issues.

On-call responsibilities for critical customer issues and are rotated amongst the team 24/7/365.

Case Management Monitoring and Escalations

Adjust schedule as needed to ensure incoming customer support inquiries can be managed by staff on hand.

Manage team workload, assist in escalations, and provide technical advice. Escalate to department management as needed including the awareness of critical customer management (Yellow / Red process).

Management of Escalated Support Requests to the development organization including proper prioritization to ensure most critical issues receives attention and resolution first. This duty includes monitor of follow-up from and to the development organization regarding progress and subsequent monitoring of updates to the customer.

Hiring/Training/Mentoring/Supervising

Work closely with direct reports and peers to establish performance, goals and measurable results for continuous Improvement and quality control

Recruits, develops, and coaches a team of Support Engineers to achieve the service-level expectations, required levels of system knowledge and professionalism and ongoing continuous improvement strategies within Spok Support Services.

Review workload for staff members on a regular basis and make adjustments as needed.

Maintain familiarity with current and previous versions of all products, procedures, processes, and technology supported through Technical Support by attending in-house training sessions and independently and routinely accesses self-teaching tools such as computer-based training (CBT) software.

Documentation/ Administrative Reporting

Participate in the maintenance of technical support documentation including customer information, manuals, procedures, and processes to ensure the accuracy of the information.

Responsible for familiarity and content for all products lines and updates as published.

Create and maintain knowledge articles that are used internally and externally for training, best practices, solutions or environmental processes with a focus and goal of customer self-service.

Monitor the contributions of support staff to the Knowledge Center and track compliance to minimum contributions.

Call Management Monitoring

Monitor quality of process in place as it relates to covering shifts, help ensure agents are logged in when on shift.

Ensure that all systems are updated (White Board, CCS portal and when applicable Schedules) with duty rosters.

Required Education, Skills, and Experience

Associates Degree

Minimum 2 years previous customer service experience troubleshooting proprietary software applications.

Solid understanding of Windows Server operating systems.

Demonstrates strong leadership and management skills and ability to professionally manage conflict.

Well-developed oral and written communication skills, specifically customer service oriented.

Ability to constructively provide appropriate dialog to customers requiring CRM case escalation.

Prior experience in computer and data/voice network terminology and practices.

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Alexandria, Virginia, is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect® platform to enhance workflows for clinicians and support administrative compliance. Our customers send over 100 million messages each month through their Spok® solutions. When seconds count and patients’ lives are at stake, Spok enables smarter, faster clinical communication. Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc. At Spok, Inc., we provide equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935