IT Customer Service Supervisor
Signature Performance, Inc.
Healthcare Revenue Cycle Management
IT Customer Service Supervisor
Who We Are:
Signature Performance is working hard at lowering healthcare administrative costs for federal government agencies, payers, and providers. At Signature, our mission is to improve the health of our clients\\\' business and making the lives of the people we work with better. We do that by leading with our values of Passion, Courage, Integrity and Respect in all interactions.
This is an exciting time for Signature Performance, as we continue to aim to be the foremost healthcare administrative services company in the industry. This growth includes expanding upon a robust technology platform and automated processes while attracting the industry\\\'s best technical talent.
If you are interested in joining a growing technology team, focused on Healthcare administrative processes, at a company committed to delivering the highest performance to our clients, partners, allies, and colleagues, learn more about us:
What We Offer:
Signature believes in fully developing each one of our Associates. We deliver a performance-driven atmosphere with competitive pay and bonus structure, world-class training and development classes, resources, and events, an award-winning culture to thrive in, and so much more.
Tuition Assistance Program
401(k) program with employer contributions
Comprehensive health insurance
Competitive Paid Time Off for Sick and Vacation Time
No-cost annual flu shots
A hybrid work-from-home and/or on-campus work plan
The IT Customer Service Supervisor will be responsible for providing assistance in the guidance and supervision of IT Helpdesk associates, with an overall focus on personnel management. Will assist in the oversight of daily operations associated in the identification, prioritization, and resolution of incidents and requests. Will focus on development of processes and procedures pertaining to the Helpdesk daily operations, as well as other duties as assigned by the IT Customer Service Manager.
Must have at least 1 year in a supervisory or leadership role.
Bachelor\\\'s degree; or equivalent years of experience
IT experience a plus
Must possess good leadership qualities.
Must have very strong technical problem-solving skills in various environments and platforms.
Possess excellent verbal and written technical and customer service communications skills.
Resolve issues without detailed supervision in a fast-paced, dynamic environment.
Assist in identifying irregularities or bugs occurring in an application process.
Assist in troubleshooting and debugging software application(s) and work-flow process problems.
Hands-on experience with software installation, error code debugging and IT methodologies
Duties will include:
Assist the IT Customer Service Manager in the supervision of helpdesk personnel, ensuring the highest level of support for internal and external customers.
Create team schedules to ensure adequate coverage in line with current SOPs.
Evaluate and approve timecards, including vacation and sick time requests.
Assist the IT Customer Service manager in the evaluation of Helpdesk associates.
Provide an escalation point of staffing resources in a 24/7/365 Support Desk environment.
Work with internal and external groups to understand impact and severity of system outages.
Validate tickets are being handled in a prompt and professional manner in line with current SOPs.
Help research, evaluate, and provide feedback on problematic trends, and assist in the QA process.
Suggest improvements on training and end user support procedures.
Motivate team to deliver outstanding customer service.
Provide on-call support as necessary.
All other duties as assigned.
Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Certain positions may be subject to additional background screening depending on client need and access to certain systems.
This position will require you to have the ability to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.
You will be responsible for conducting business and personal affairs in a manner that is always a credit to the company. Must maintain a good credit rating while employed with the company.
Ad Hoc Remote eligibility is determined by Management and/or Human Resources
October 12, 2021