Job Description: Clinical Solutions, a part of Wolters Kluwer Health, a division of Wolters Kluwer, develops and sells drug and medical information tools that are integrated into the pharmacy, hospital, insurer or healthcare vendor''s information systems, or used as stand-alone products. From diagnosis to documentation, our clinician-designed software solutions deliver best practices, clinical evidence and workflow tools to advance the practice of evidence-based medicine. Built upon industry-leading informatics technologies and backed by award-winning customer service, our solutions integrate seamlessly into CPOE and EMR systems and deliver point of care solutions that clinicians embrace.
With more than 200 years of medical publishing experience, a team of clinical experts, best-in-class brands and a network of more than 100 in-house clinicians partnering with over 4,000 of the world's top physician specialists, Wolters Kluwer Health's Clinical Solutions group leverages the industry's most trusted clinical content, advanced clinical decision support, and deep clinical and informatics expertise, to drive better outcomes and accelerate a return on investment from healthcare IT investments. From diagnosis to documentation, our clinician designed software solutions deliver best practices, clinical evidence and workflow tools to advance the practice of evidence-based medicine. Built upon our industry-leading informatics technologies and backed by award-winning customer service, our solutions integrate seamlessly into CPOE and EMR systems and deliver point of care solutions that clinicians embrace.
Summary: The Manager, Technical Support will manage and provide training and support to technical support representatives.
Essential Duties and Responsibilities
. Represents Wolters Kluwer Health, Clinical Drug Information in a positive, professional, and customer focused manner.
. Responsible for the activities and results of the Technical Support Department staff.
. Ensures that work is prioritized and appropriately assigned.
. Sets clear expectations and goals, provides timely feedback on a regular basis, and completes performance appraisals according as scheduled.
. Deals with sub-par performance promptly and professionally, and documents performance issues on a timely basis.
. Provides appropriate training for staff members, and assures that staff has appropriate tools and resources to achieve their objectives.
. Ensures that positions are filled with individuals who meet the skills, abilities, experience levels and competencies required by the position.
. Responsible for ensuring employees are trained in and follow applicable workplace safety practices.
. Manages communication channels between staff and other departments within the organization.
. Provides product and customer service training and coaching to new and current technical support representatives, including up-sell training.
. Ensures quality on a daily basis by personally reviewing cases, checking for customer satisfaction, appropriate resolution, open issues, and accuracy
. Develops and manages useful metrics and surveys that report on the quality of department work product and productivity (including call abandon rates, response times, closure times), and provides appropriate reports to management on a monthly basis, or as requested.
. Identifies areas for training and improvement, and executes plans.
. Responsible for providing support representatives with up-to-date information on product changes in formats designed to ensure they have access to current information.
. Composes well-written documents, e-mails, FAQs and case reviews to document changes, and holds department meetings to conduct training.
. Creates and maintains a team environment in which department associates help one another, pitch in, share knowledge, and seek to improve the customer experience.
. Identifies opportunities for process improvements and implements proposed solutions.
. Ensures integration of support activities with NetSuite for proper documentation of customer interactions and ability to monitor trends in case issues.
. Identifies and ensures execution of proper routing and follow up of Support inquiries to appropriate internal company personnel. Identifies general trends (especially surrounding product changes, new releases and prices) that result in increased calls and customer concerns, reports findings, and proposes solutions to increase customer satisfaction and reduce call volume.
. Performs product testing to identify issues and proposes fixes. Provides constructive and professional feedback and findings to IT and project team. Works with IT and project team to develop test plan based on use case documentation.
. Personally responds to escalated customer issues promptly with the objective of being fair to the customer and, minimally, ensuring that the customer is satisfied with the way he or she was treated by Wolters Kluwer Health, Clinical Drug Information.
. Ensures the accuracy of the Support Department staff's timecards through the use of payroll systems on a weekly and monthly basis.
. Works with technical Support agents to ensure that there is adequate coverage for all working hours.
. Acts as a liaison between Sales, Account Management, and IT to facilitate custom deployments of mobile software and online access.
. Provides advanced support for mobile software, FTP sites, and online authentication via Site IDs and HTTP referrers.
. Must be able to supervise 7-10 employees working in 2-3 different positions
. Other Miscellaneous Duties as assigned,
Qualifications:
Competencies:
. Ability to generate new ideas; goes beyond the status quo; recognizes the need for new or modified approaches
. Meets/exceeds the expectations and requirements of internal and external customers; gets first-hand customer information and uses it to improve performance and communication
. Written Communication - Conveys information clearly and effectively through both formal and informal documents Commitment
. Ability to resolves customer complaints and problems.
. Initiates follow-up communications to ensure problem or complaint is resolved
. Work in a team and cooperatively with others
. Good judgment and decision making skills
Minimum Education/Experience:
. Minimum of 3 to 5 years technical support experience.
. Bachelor degree preferred or equivalent experience
Computer Skills:
. Proficient in Microsoft suite including Excel, Word.
. Experience with Customer Relationship Management software.
Wolters Kluwer (www.wolterskluwer.com) is a market-leading global information services company. Professionals in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer's leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.
Wolters Kluwer has 2011 annual revenues of ?3.4 billion ($4.5 billion/£2.8 billion), employs approximately 19,000 people worldwide, and maintains operations in over 40 countries across Europe, North America, Asia Pacific, and Latin America. Wolters Kluwer is headquartered in Alphen aan den Rijn, the Netherlands. Its shares are quoted on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
Visit our website, YouTube or follow @Wolters_Kluwer on Twitter for more information about our customers, market positions, brands, and organization.
Wolters Kluwer offers a competitive compensation and benefit package including 4-weeks of paid time off (1st year), 12 paid holidays, and a generous profit sharing program.
We are an equal opportunity employer and committed to a diverse workforce.
