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Welcome to the era of Velsera! Seven Bridges, Pierian & UgenTec have combined to become Velsera. Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision R&D, expand access to, and more effectively leverage analytics at the point of care. We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other’s success and accelerate medical breakthroughs that positively impact human health. With our headquarters in Boston, MA, we are growing and expanding our team which located in 14 different countries! As a Support Delivery Manager, you will report to the VP of Customer Support and your tasks will consist of implementing and configuring support platforms, building KPI (key performance indicators) dashboards, providing technical guidance to the support team, and driving... process improvements and customer satisfaction through technical implementation efforts. What will you do? Act as a technical implementation expert within the support team, specializing in implementing and optimizing support-related tools and systems, such as KPI dashboards and Zendesk. Collaborate with cross-functional teams to understand support requirements and design effective technical solutions to enhance support delivery and efficiency. Lead the implementation and configuration of KPI dashboards, leveraging data visualization tools to provide real-time insights into support performance and customer satisfaction metrics. Implement and customize Zendesk, including ticket management, workflows, automation, and reporting, to streamline support processes and improve the overall customer experience. Develop and maintain support documentation and knowledge base articles related to technical implementation, providing guidance to support team members on using tools and systems effectively. Provide support and assistance to the technical support team, including handling support tickets in-line with SOP (standard operating procedures) and resolving customer issues as needed, both in and out of office hours. Act as a point of contact for technical inquiries and issues related to support tools and systems, troubleshooting and resolving technical problems as they arise. Continuously evaluate and improve the effectiveness of support-related tools and systems, identifying opportunities for optimization and efficiency gains. Collaborate with the Support Excellence/Support Readiness Manager to ensure seamless integration between support tools and processes. Provide training and support to team members on using support tools and systems, ensuring they are equipped with the necessary knowledge and skills for efficient support delivery. Stay updated with industry trends and best practices in support tools and technical implementation, actively seeking opportunities to enhance support capabilities. What do you bring to the table? Bachelor's degree or higher in a relevant field, such as computer science, information technology, or a related discipline. Proven experience in technical support, technical implementation, or a similar role, preferably with a focus on support tools and systems. Strong knowledge of support-related tools and systems, such as KPI dashboards and Zendesk. Experience in implementing and customizing Zendesk, including ticket management, workflows, automation, and reporting. Proficiency in data visualization tools and techniques, with the ability to design and develop KPI dashboards to monitor support performance. Strong problem-solving and troubleshooting skills, with the ability to address technical issues related to support tools and systems. Excellent project management skills, with the ability to lead technical implementation projects from initiation to completion. Strong analytical and critical thinking abilities, with the capability to evaluate and optimize support processes and tools. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and provide training and support to team members. Familiarity with bioinformatics, precision medicine, or workflow automation would be a plus, but not mandatory. Continuous learning mindset with a desire to stay updated with industry trends and emerging technologies in support tools and technical implementation. Strong attention to detail and commitment to delivering high-quality support experiences. Our Core Values People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health. We practice empathy by treating others the way they want to be treated and assuming positive intent. We are proud of our inclusive diverse team and humble ourselves to learn about and build our connection with each other. Patient focused. We act with swift determination without sacrificing our expectations of quality. We are driven by providing exceptional solutions for our customers to positively impact patient lives. Considering what is at stake, we challenge ourselves to develop the best solution, not just the easy one. Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers. We take ownership of our results as we know what we do matters and collectively we will change the healthcare industry. We are thoughtful and intentional with every customer interaction understanding the overall impact on human health. Curious. We ask questions and actively listen in order to learn and continuously improve. We embrace change and the opportunities it presents to make each other better. We strive to be on the cutting edge of science and technology innovation by encouraging creativity. Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard. We improve our sustainability by encouraging discussion and taking action as it relates to our natural, social and economic resource footprint. We are devoted to our humanitarian mission and look for new ways to make the world a better place. Velsera is an Equal Opportunity Employer: Velsera is proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, colour, gender, religion, marital status, domestic partner status, age, national origin or ancestry. Welcome to Era of Velsera! Seven Bridges, Pierian & UgenTec have combined to become Velsera. Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision R&D, expand access to, and more effectively leverage analytics at the point of care. We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other’s success and accelerate medical breakthroughs that positively impact human health
Belgrade Serbia

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