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Job Description: The Manager, Client Service manages the technical service support team and operations. This role will oversee annual operating objectives for the department in the areas of staffing, financial, software, and system tool requirements needed to achieve business objectives.
- Direct the activities of a small staff of technical professionals and technical support staff.
- Tracks the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications.
- Implements and measures the effectiveness of improved process or operational policies.
- Provide technical feedback to engineering concerning product changes/enhancements.
- Create tests, tools, and diagnostic procedures for use by product support personnel.
- Quality check technical product documentation. Including reviewing application logs, databases, application programming, server stability and performance related issues.
- Document analysis and actions for Support calls.
- Work directly with clients to assist in resolving their issues.
- Analyze team specific data to determine resource requirements and allocations, client training curriculum and other factors critical to company's operation.
- Manage change and process improvement to gain efficiency and improved customer satisfaction.
- Responsible for successful deployment of new application releases.
Education Required:
- Bachelor's Degree in Computer Science, Computer Software or related field.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 6+ years of experience technical and/or application support management role or related experience.
Knowledge, Skills & Abilities:
- Knowledge of:Technically fluent in SQL, JAVA, Perl, HTML, Fortran, C/C++, etc. Unix/Linux and Window Operations systems.
- Skill in:Leadership, communication, customer service, interpersonal, problem solving skills.
- Ability to:Assist in complex technical solutions requiring changes to core functionality, code, and systems operation. Work in a fast-paced environment; stay organized, prioritize workload, multi-task, and meet deadlines.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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NextGen Healthcare
April 12, 2024