Supervisor, Customer Support Job Vacancy in Nuance Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : Nuance
Location : Bengaluru, Karnataka
Position :

Job Description : Summary:
Supervisor, Customer Support is responsible to build a strong customer service team, train, coach, and mentor employees to deliver the best-in-class customer service experience. You will play a collaborative role to drive and deliver excellent customer service, key support metrics, best practices, knowledge-based content, and methodologies.
Principal duties and responsibilities
Responsible for all aspects of the support operations management including hiring, training and professional development of the customer support representatives and driving the customer escalations to a logical closure with higher customer satisfaction.
Works closely with support staff and management to ensure a consistent excellent customer experience across all groups, aligning with best practices.
Utilizes technical knowledge to provide guidance and back-up support to the teams on the proper resolution of difficult calls, provides front line support via ticketing system and phones.
Performs regular quality reviews of cases and phone calls to monitor work of all agents as a performance review mechanism.
Deliver reports and dashboards that provide insight to the efficiency and effectiveness of the support team
Supports organizational strategy across service base, providing support for both internal and external customers.
Helps identify and implement internal process changes, develop customer facing documentation
May required to be available outside business hours for possible escalation of critical issues.
Manages projects as designated.
Education
College with technical focus and/or 3 years relevant work experience
Relevant Certifications considered an asset
Knowledge, Skills and Qualifications
3+ years of combined experience in Patient Portal, Telehealth and/or customer support
Significant knowledge of the Healthcare industry, particularly as it relates to Patient operations
Effective and professional communications skills, strong critical thinking, and problem-solving skills
Good interpersonal skills and exceptional customer service skills
Detail oriented, understands and works well with standards and processes that vary between many customer accounts
Ability to multitask and prioritize requests with ability to learn quickly in our fast-paced environment
Strong leadership and people management skills
Must have a working knowledge of the following:
MS Office
Online Collaboration tools
Remote access software
CRM or Ticketing system like Salesforce
Connectivity, networking, ISPs, Wi-Fi
Must be proficient with and have strong problems solving skills with the following:
Windows 7 or higher
Networking, mobile devices, Internet, web access
Microsoft Teams
Smart phones – iPhones, Android, etc.
Must have a basic understanding
EHR knowledge and Telehealth Applications
Reporting Analytics and Tools like Power BI
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries,

bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically

challenging work environment. Join our dynamic, entrepreneurial team and become part of our

continuing success.

This post is listed Under  Technology
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