Allscripts Asia Looking for Sr Technical Support Manager(Req 4730) at Pune, Maharashtra Full Time

Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

Exercises independent judgment and discretion in planning and organizing customer support activities in

order to ensure customer satisfaction

• Manages and directs the activities of the customer support staff
• Ensures subordinates receive adequate training to perform duties and responsibilities effectively
• Responsible for hiring, training, rewarding and disciplining subordinates
• Interprets and administers company policy for team members
• Monitors support metrics and adjust priorities as appropriate
• Responds to escalated customer issues and resolves in a timely manner
• Communicates critical customer issues, metrics and known issues to senior management in a timely

manner

• May perform responsibilities of subordinates in their absence.
• Works with leads to ensure staffing is adequate to handle call volume.
• Focal point for all Support activities of the assigned Allscripts products, territories, and/or accounts,

regardless of business ownership.

• Ensure common customer metrics are maintained and monitored (example: SLA/PSP/VOC) and report

monthly to identify potentially dissatisfied customers.

• Visiting customer sites and User groups to continually keep abreast of views on customer satisfaction with

Allscripts support services.

• Promotes and maintains a high quality, professional, service-oriented image among clients. Manages

customer expectations regarding resolution of their service issues.

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• Generates new and improved procedures to improve customer service and customer expectations.

Identifying weaknesses and opportunities to improve the Allscripts Support service operation, create and be

part of, or lead, project team to deliver improvements.

• Helps analyze feedback from customer loyalty surveys and take appropriate actions for resolution.
• In conjunction with Regional Support Managers, Regional Service Managers and Development Managers,

develop and improve standard Operational Level Agreements for new and existing vendor/supplier

relationships in order to improve service levels.

• Improves productivity of global/regional support through process improvement, training and talent

management.

• Works with development to ensure that fixes are delivered to clients on schedule and adhere as closely as

possible to the current service level standard.

• Responsible for the design, implementation and maintenance of the team’s and/or product business

continuity plan to ensure continuity of support at all times.

• Ensure accurate information is provided to the Development team and 3rd party vendors in order to allow

them to correct the software without having to refer back to the originating customer

• Ensure regular up-to-date accurate information is recorded in the call logging system (e.g.

SupportForce.com) so that customers can see progress on the support cases

• Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer

calls. Ensures that these are passed on to the appropriate groups for action in order to drive increased

revenue

• Identify and recruit internal/external talents to ensure effective mix of competencies
• Induct new joiners in order to quickly maximize performance
• Set and communicate team/individual objectives and KPI to inspire individuals to achieve high performance
• Allocate work load to fully utilize every employee’s talent
• Implement development plans and coach for individuals to reach their maximum talent
• Provide regular constructive feedback on performance/development and address poor/mediocre

performance on a timely manner

• Recognize high performers to maintain motivation and retain key talent
• Regularly communicate on company news and team progress against business plan
• Create team spiri

We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

Allscripts is proud to be an equal opportunity workplace dedicated to pursing and hiring a diverse and inclusive workforce.

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