Develop and achieve Technical Support objectives and goals to support the organizational vision.
Manage and direct a team of Technical Support specialists and associates while leading the development of the vision and strategy for the support service team.
Ensure targeted service and performance standards are achieved or exceeded.
Execute tactical plans and initiatives that exceed customer expectations via phone, email and other communication methods that result in increased customer satisfaction and Viz collegiality and trust that will be realized in lower attrition and higher productivity.
Establish and manage communication channels within and among cross-functional teams including but not limited to engineering and customer success and be the liaison to provide customer feedback to the Senior Management Team.

5+ years’ experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service.
Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
2+ years Linux system administration and 3+ years using Salesforce.
Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
Healthcare interface/integration and medical imaging (DICOM) experience is a plus.
Experience supporting FDA-regulated software as a medical device (SaMD) is a plus.
You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

Senior Manager, Technical Support

Key skills