Full Time Technical Support Manager - Remote (PH)

Position Type: Full-Time

Compensation: P50,000 to P100,000 per month (All-in salary package)

Job Location: Remote

Job Highlights:  

1. Paid Time Off: Relax and recharge with paid vacation and sick leaves.
2. Bonus Boost: Enjoy an extra bonus with our 13th month pay.
3. Health Matters: Get comprehensive HMO coverage upon regularization.
4. Weekends Free: Say goodbye to work on weekends and embrace personal time.
5. Extra Earnings: Overtime opportunities available for additional income.
6. Work-Ready: We provide the essential work device for seamless productivity.

Company Overview:

Theoria Medical is a comprehensive medical group and technology company dedicated to serving patients across the care continuum with an emphasis on post-acute care and primary care. Theoria serves facilities across the United States with a multitude of services to improve the quality of care delivered, refine facility processes, and enhance critical relationships. We offer a broad scope of services including multispecialty physician services, telemedicine, remote patient monitoring, and more. We currently operate primary care clinics and provide medical services to skilled nursing facilities in numerous states across the nation.

As a leading edge, innovative, and quality driven physician group, we continue to expand nationally.  In pursuit of this, we continue to seek talented individuals to join our amazing team and care for our population. We wish to extend a warm welcome to all candidates interested in making a difference in healthcare delivery by joining the Theoria team.

Theoria is seeking a highly skilled and experienced Technical Support Director to lead our technical support team. The ideal candidate will be responsible for overseeing the delivery of technical support services to our customers, ensuring a high level of customer satisfaction, and managing the technical support staff. This role requires strong leadership, excellent problem-solving abilities, and a deep understanding of technical support processes and best practices.

Shift Structure:

• Monday-Friday 10am-6pm EST
• Remote

Responsibilities:

• Team Management
  • Recruit, train, and mentor technical support staff.
  • Set performance goals and conduct regular evaluations.
  • Create schedules and allocate resources to ensure coverage.
  • Foster a positive and collaborative team environment.
• Customer Support Operations
  • Monitor and manage the technical support ticketing system to ensure timely resolution.
  • Escalate critical issues to appropriate departments or management.
  • Develop and enforce support processes and procedures.
  • Analyze customer feedback to improve service delivery.
• Technical Expertise
  • Maintain in-depth knowledge of company products and services.
  • Assist in diagnosing and resolving complex technical issues.
  • Collaborate with engineering and product teams to address recurring technical challenges.
• Reporting and Metrics
  • Track key performance indicators (KPIs) such as response times, resolution times, and customer satisfaction scores.
  • Provide regular reports to management on support performance.
  • Identify trends and recommend solutions for process improvements.
• Customer Relationship Management
  • Build and maintain strong relationships with key customers.
  • Act as a point of escalation for high-priority issues.
  • Ensure a customer-centric approach across all support interactions.
• Continuous Improvement
  • Identify training needs and organize workshops or resources for the team.
  • Evaluate and implement new tools or technologies to improve support efficiency.
  • Stay updated on industry trends and best practices in technical support.

Requirements and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in managing a technical support team.
• Strong technical background with knowledge of relevant tools and technologies.
• Excellent leadership and team management skills.
• Exceptional problem-solving and analytical abilities.
• Strong communication and interpersonal skills.
• Ability to work under pressure and handle challenging situations.
• Must be amenable to work on a night shift schedule and holidays.
• Experience with a healthcare company and knowledge of HIPAA is a plus

Compensation and Benefits:

• Salary is commensurate with experience.
• Road to promotions and management opportunities
• 13th month pay
• Paid time off
• HMO

Employee must be able to perform the essential functions of this position satisfactorily, with or without a reasonable accommodation.  Employer retains the right to change or assign other duties to this position.

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