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:
Academic and professional qualifications:
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.