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Technical Supervisor - Messenger (Remote 25-23)

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Bachelor's degree required., 3-5 years of experience supervising teams., Experience in the Healthcare IT space is essential., Strong technical knowledge in network and application issues..

Key responsibilities:

  • Oversee installation, configuration, and troubleshooting of network and application issues.
  • Manage customer relationships and provide timely support.
  • Train customers on company applications and maintain documentation.
  • Evaluate project outcomes and report status to stakeholders.

Spok logo
Spok Information Technology & Services SME https://www.spok.com/
501 - 1000 Employees
See all jobs

Job description

Description

The Technical Supervisor (Messenger) role functions primarily as a technical resource responsible for oversight and support for the installation, configuration, monitoring and troubleshooting of a wide range of network and application issues as they relate to the assigned platform including, but not limited to consoles, web interface, paging, smart phones, telephony, network, and hardware.   
Technical Subject Matter Expert – 50% 
Implement and Troubleshoot: 
>Install server and client components. 
>Independently install and configure all products supported, assisting less experienced Consultants when needed. 
>Work with customers, vendors, partners, and on-site Consultants to resolve issues as they relate to Spok software and test possible solutions and escalate if necessary. 
Analysis and Review: 
>Provide proactive resolutions to developing problems. 
>Suggest modifications, when necessary, that may result in a permanent fix to a problem. 
>Prioritize activities in a dynamic environment and meet project commitments and deadlines. 
>Analyze and troubleshoot a wide range of problems effectively. 
Training: 
>Maintain familiarity with current and previous versions of all products, procedures, processes, and technology by participating in training sessions offered. 
>Provide customer training on all Company applications as needed. 
Customer Relations: 
>Manage customer relationships by proactively contacting customers. 
>Professionally deliver customer support and service by responding in a timely and respectful manner to requests and ensuring the project meets the customer’s requirements. 
>Communicate and behave in a client-focused manner by providing critical details to customers. 
Communication: 
>Listen and professionally communicate information to a diverse customer base, vendors, and internal departments at all skill levels, both verbally and in writing. 
>Participate in customer conference calls, and at times, facilitate and conduct customer conference calls. 
>Consistently provide appropriate updates to Project Managers and customers.
 
Documentation: 
>Maintain existing processes, standards, and upgrade documentation, and create new documentation as necessary. 
>Follow implementation standards, project plans, and related documentation to ensure a high level of success during the implementation process. 
Reporting: 
>Evaluate and report project outcomes, customer satisfaction, and customer concerns. 
>Report project status, schedules, issues, resolutions, and completions to the necessary parties. 
Other Responsibilities: 
>Complete timesheets weekly. 
>Maintain a 60% Billable percentage. 
>Manage and develop technical team members of 3-5. 
>Assist with the onboarding of new team members, coach, and mentor existing team members. 
>Assist with Kantata staffing assignments. 
>Keep up to date on the status of current projects assigned to the team by assisting with prioritization of open action items with Project Managers. 
>Develop and execute technical policies and procedures as requested. 
>Review and comment on product documentation. 
>Carry out administrative functions as requested by management. 
>Serve as back-up/assume responsibilities (as requested) when next-level management is away from the business. 
Required Education, Skills, and Experience
>Bachelor degree
>3-5 years of experience supervising teams
>Experience in the Healthcare IT space
 

Pay and Benefits: There are a host of factors that can influence final salary for a position at Spok, including, but not limited to, geographic location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at Spok that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At Spok, you will receive comprehensive benefits such as; three robust health, pharmacy, vision and dental care plans including a health savings account option, wellness, financial wellness, retirement, family support, continuing education, and time off benefits.

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Plano, Texas 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 70 million messages each month through their Spok® solutions. 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 qualified applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, pregnancy, disability, protected veteran status, 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

Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

InstaLODSystem ConfigurationHelp Desk SupportInternal DocumentationNetwork AdministrationApplication DevelopmentHealth Information Technology

Other Skills

  • Troubleshooting (Problem Solving)
  • Customer Service
  • Team Management
  • Time Management
  • Communication
  • Problem Solving
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