Job Description

Roles & Responsibilities

Key Responsibilities:

• Supervise daily operations of the Technical Support team
• Assign tasks based on team member expertise and customer priorities.
• Monitor team performance, provide feedback, and take action on low and high performers.
• Conduct weekly meetings to discuss team progress and challenges.
• Ensure open communication and foster a positive, collaborative work environment.

Technical Support & Customer Satisfaction:

• Oversee customer issue resolution, ensuring timely and effective support.
• Respond to escalated technical inquiries and complaints from clients.
• Conduct follow-up calls and emails to ensure customer satisfaction and system stability.
• Assist in critical troubleshooting, system deployment, and integration support.

Training & Development:

• Identify training needs and provide coaching for team members.
• Organize knowledge-sharing sessions to enhance technical capabilities.
• Ensure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standards.

Collaboration with Other Departments:

• Work closely with the Production Team to coordinate software releases and licenses.
• Communicate with Sales Managers regarding customer complaints and contract issues.
• Liaise with Project Managers to align on customer expectations and ongoing projects.
• Support presales and sales teams by responding to technical inquiries.

Reporting & Documentation:

• Maintain Salesforce case logs, service delivery forms, and site documentation.
• Provide weekly and monthly reports on team performance, customer satisfaction, and support issues.
• Ensure compliance with SLAs (Service Level Agreements) and internal KPIs.

Additional Responsibilities:

• Participate in management meetings to provide updates on technical support operations.
• Recommend process improvements to enhance service efficiency.
• Occasionally travel to client sites for escalated issues or major system installations

Qualifications and Skills:

Technical Skills:

• Strong knowledge of PACS, RIS, DICOM, HL7, FHIR, and system integrations.
• Proficiency in Windows Server, SQL database administration, VMware, and network security.
• Hands-on experience in firewall configurations, IT infrastructure, and troubleshooting.
• Ability to handle Salesforce case management and CRM tools.

Soft Skills:

• Strong leadership and team management abilities.
• Excellent communication and problem-solving skills.
• Ability to delegate tasks effectively and manage workloads.
• Strong customer service orientation and ability to build relationships.

Desired Candidate Profile

We are seeking a proactive and customer-focused Customer Care Manager to join PaxeraHealth. This role will oversee daily customer support operations, ensuring high-quality service delivery and customer satisfaction. The ideal candidate will lead support teams, improve processes, and collaborate with internal departments to enhance the overall customer experience.

Key Responsibilities:
Team Management & Leadership:

• Supervise daily operations of the Technical Support team
• Assign tasks based on team member expertise and customer priorities.
• Monitor team performance, provide feedback, and take action on low and high performers.
• Conduct weekly meetings to discuss team progress and challenges.
• Ensure open communication and foster a positive, collaborative work environment.

Technical Support & Customer Satisfaction:

• Oversee customer issue resolution, ensuring timely and effective support.
• Respond to escalated technical inquiries and complaints from clients.
• Conduct follow-up calls and emails to ensure customer satisfaction and system stability.
• Assist in critical troubleshooting, system deployment, and integration support.

Training & Development:

• Identify training needs and provide coaching for team members.
• Organize knowledge-sharing sessions to enhance technical capabilities.
• Ensure team members are updated on PACS, RIS, DICOM, HL7, and other healthcare IT standards.

Collaboration with Other Departments:

• Work closely with the Production Team to coordinate software releases and licenses.
• Communicate with Sales Managers regarding customer complaints and contract issues.
• Liaise with Project Managers to align on customer expectations and ongoing projects.
• Support presales and sales teams by responding to technical inquiries.

Reporting & Documentation:

• Maintain Salesforce case logs, service delivery forms, and site documentation.
• Provide weekly and monthly reports on team performance, customer satisfaction, and support issues.
• Ensure compliance with SLAs (Service Level Agreements) and internal KPIs.

Additional Responsibilities:

• Participate in management meetings to provide updates on technical support operations.
• Recommend process improvements to enhance service efficiency.
• Occasionally travel to client sites for escalated issues or major system installations

Education & Experience:

RequirementMinimumPreferredEducationBachelor s in Biomedical Engineering, Computer Science, or IT-related field Master s degree or PMP certificationWork Experience +10 years, including team leadership experience Experience in Healthcare IT Certifications ITIL, CDIP, CIIP, or any relevant Healthcare IT certification (Preferred) Advanced certifications in SQL DBA, HL7, VMware, or Network Security