Manager, Customer Support

Responsible for the day-to-day management of the team personnel and ensuring efforts align with the mission of the Support organization.

• → Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner
• →Demonstrates advanced understanding of internal systems and is proficient in their use, including case management software
• →Demonstrates advanced understanding of operations metrics and purpose.
• →Demonstrates advanced understanding of company mission and Greenway Health products.
• →Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases.
• →Completes/Delivers all required training and demonstrates skills in areas to include Product, Systems and Customer Service
• →(including professional interactions).
• →Negotiates unresolved customer cases to other teams or teammates (L2, L3 other internal (NOC)).
• →Provides Input for Level 3 item prioritization.
• →Utilizes Knowledge Base in researching issues.
• →Develop contributors to our knowledge base article database.
• →Assists and acts as a mentor to all Technicians and Team Leads.
• →Creates, maintains, and participates in issues resolution internal chats based on assigned subject groupings.
• →Participates in Pilot and Beta.
• →Directs escalations from L1/L2.
• →Interacts with Product Management and Development for escalation and product counsel, future product versions, and
• →change management.
• →Conducts special projects and acts as a consultant for other groups.
• →Manages case metrics and call flow
• →Performs Call Detail Reviews’s and Monitors personal queues. May include active call monitoring.
• →Follows up and handles escalation from customer surveys.
• →Leads 1:1s with