• Sr Technical Support Manager

    Job Locations SG
    Posted Date 3 months ago(9/11/2018 2:15 PM)
    Requisition ID
    Client Service/Support
  • Overview



    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 worldclass 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.


    The primary purpose of this role is to provide a high quality support service to Allscripts clients across product line(s) and/or businesses through a team of well-trained and effective technical support analysts to help build, maintain and improve customer satisfaction to a level that the customer will act as a sales reference site.




    The Sr Technical Support Manager 

    • Serve as the point person for all critical Allscripts Product Support activities involving designated clients.

    • Communicate and respond to Customer as appropriate with action steps for problem resolution.

    • Triage issues/questions and contact appropriate Allscripts personnel.

    • Communicate status of issue(s) to Customer within 24 hours and around the clock for critical incidents.

    • Escalate Critical issues per customer request and report back to the customer within 2 hours.  In the event that Sr Technical Support Manager is out of the office, another point person will be identified to customer in a timely fashion

    • Manage customers top issues with weekly updates for Customer as needed.

    • Communicate and escalate status of Customer issues throughout Allscripts Product Support as appropriate.

    • Facilitate a weekly status call to review the top ten cases.  Attendees for such call will include Customer and members of Allscripts personnel to include Allscripts Client Executive, Professional Services team, Sales Executive and support teams as appropriate.

    • Provide monthly Product Support Activity Dashboard including:

      • Backlog analysis
        • Enhancement requests and status
        • New case response and resolution time
        • Average closure time by type of issue
        • Case volume vs. resolution
        • Review of issues Trending by Product, resolution by product type, issues type, and
        • Additional items mutually agreed upon by the parties.
    • Participate with Allscripts Client Executive in a regularly scheduled on-site meeting. Coordinate and manage Allscripts Product Support resources both remote and onsite for such meeting.
    • Facilitate an on-site executive meeting with Customer’s designated executives and members of Allscripts management team.
    • Work with Allscripts Client Executive to confirm that Customer s receiving all appropriate communications; releases; product advisories, and invitations.

    Customer’s Responsibilities

    • Customer will work with Sr Technical Support Manager to coordinate monthly meetings.  Agenda planning needs to occur at least two weeks prior to arrange team schedules and meeting facilities.
    • Customer will maintain an active account in the Allscripts Client Portal for access to reports, advisories and product updates.


    Academic and professional qualifications:

    • Bachelor's or Master's degree in Business, Finance or Computer Science or relevant work experience
    • Strong customer support skills with demonstrated ability effectively dealing with escalated customer concerns.
    • Demonstrated success managing and developing non-exempt level positions.



    • Minimum 6 years help desk or overall support experience in at least one of the assigned products with 2 years successful experience of managing or working within a helpdesk or product support environment; OR
    • Minimum 6 years experience in developing, supporting or using banking or healthcare software with 2+ years relevant working experience in a bank, financial services, or organisation.


    Travel requirements:

    • Able and willing to travel as required, internationally on short-term basis


    Working arrangements:

    • Work is performed in a standard office environment with minimal exposure to health or safety hazards
    • There may be 24X7 coverage on an as needed basis


    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


    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.


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