Supervisor, Product Support

Surgical Notes is hiring a Product Support Supervisor to assist with overseeing the product support team processes and work, responsible for resolving all client-reported incidents and/or requests. The ideal candidate has excellent organizational and communication skills, with the desire and ability to learn quickly. Working as a part of the team to meet deadlines, while also being able to work independently, is crucial to success in this position. Our organization prides itself on being built upon a set of strong core values. We are looking for candidates who will actively exhibit these core values: Service Excellence, Transparency, Teamwork, Accountability, Hard Work, and Positive Attitude. 

External Title: Supervisor, Product Support 
Internal Title: US DOC MGR 

 Reports to: Infrastructure Operations and Product Support (IOPS) Manager  

 Responsibilities: 

Technical Support: 

• Provide technical solutions by identifying problems, researching issues, and offering temporary workarounds or permanent fixes that don’t require code changes. 
• Serve as the first point of leadership escalation for all client (external) and end-user (internal) support inquiries. 
• Restore client software instances in the lab to reproduce problems and identify solutions. 

Process Management: 

• Create and manage support processes such as incident, request, and problem management to enhance productivity and efficiency. 
• Create ad-hoc productivity and service level reports using SQL or report-building tools for leadership and clients. 
• Draft and send Major Incident (MI) Management communications. 

Client and Vendor Relations: 

• Build and maintain relationships with 3rd party vendors and key client contacts to resolve issues and navigate support processes. 

Projects: 

• Act as a subject matter expert on assigned technical projects. 
• Oversee client data migration, data import, and software upgrade projects as required. 
• Design, develop, and deploy HL7 interfaces as needed. 
   

Staff Management & Coaching 

• Manage staff schedules to ensure adequate support coverage and efficient ticket distribution. 
• Enforce and train team members on ITIL support processes and common technical resolutions. 
• Ensure an updated, accurate, and user-friendly knowledgebase repository. 
• Participate in the monthly on-call support rotation as needed. 

Additional Responsibilities: 

• Perform other duties as assigned. 

Role Information: 

• Full-Time 
• Salaried 
• Exempt 
• Eligible for Benefits 
• Working within our business operating hours of 6am-8pm Central 
• Remote: The minimum bandwidth requirements are 10 Mbps upload and 50 Mbps download speeds. The recommended bandwidth requirements are 20 Mbps upload and 100 Mbps download speeds. 

Job Requirements: 

Required Knowledge, Skills, Abilities & Education: 

• Bachelor’s degree in any field (or equivalent work experience) or Associate’s degree in a technical discipline. 
• 5 years’ experience managing teams. 
• 3 years’ experience in information technology. 
• 3 years’ software support experience. 
• 3 years’ experience managing SQL Server database environments. 
• 3 years’ experience with Microsoft Windows Desktop and Server administration including file permissions, file sharing/FTP, printing services, event logging, task manager, IIS, and user management. 
• 3 years’ experience with SQL, T-SQL, or PL-SQL (including development and/or administration or profiling). 
• 2+ years’ of combined experience across HL7 Interfaces, SNChart, QType, SNCoder, and ScanChart ASC. 
• ITIL certification covering key processes like Incident, Problem, and Request Fulfillment. 
• Solid understanding of networking services like DNS, DHCP, and TCP/IP routing. 
• Working knowledge of Active Directory concepts like LDAP, OUs, GPOs. 
• Working knowledge of Adobe Acrobat Pro DC is a plus. 
• Ability to multi-task and track ongoing efforts, timelines, updates, and issues. 
• Ability to work off-hours to ensure the availability of critical IT systems and applications. 
• Relentless problem-solver with excellent organization and communication skills. 
• Professional appearance and tone presenting in front of small groups. 
• Ability to work independently and as part of a team. 
• Flexibility to assume new tasks or assignments as needed. 
• Ability to work independently and as part of a team 
• Strong attention to detail and speed while working within tight deadlines 
• Exceptional ability to follow oral and written instructions 
• A high degree of flexibility and professionalism 
• Excellent organizational skills 
• Outstanding communications skills; both verbal and written 

 Preferred Knowledge, Skills, Abilities & Education: 

• MCSE certification 
• Microsoft Azure experience (Blob storage, App Service, and SQL Database) 
• Document management software experience 
• Transcription software experience  
• Practice Management software or EHR experience 
• Experience developing consumer/commercial products 
• Experience working with high-volume faxing or scanning solutions 
• Healthcare or revenue cycle experience 
• Experience working in an Ancillary/Ambulatory Surgery Center (ASC) 
• Strong Microsoft Office skills in Excel, Outlook, and Teams 

 Physical Demands: 

• Sitting and typing for an extended period of time 
• Reading from a computer screen for an extended period of time 
• Speaking and listening on a telephone 
• Working independently 
• Frequent use of a computer and other office equipment 
• Work environment of a traditional fast-paced and deadline-oriented office 

Key Competencies: 

1. Leadership 
2. Attention to Detail 
3. Problem Solving 
4. Time Management 
5. Communication 
6. Technology aptitude  
7. Time & Attendance/ Dependability  
8. Organization