Customer Support Manger

Position Summary:

Kinnser Software, a fast-growing, hi-tech software development company focused on improving efficiency in the home healthcare industry, is looking for an experienced, customer service-focused individual to manage our technical support team and contribute to improving the healthcare system through supporting users of our software. The ideal candidate will possess a range of technical and interpersonal skills to ensure that our team works together efficiently and that our clients maximize the value of our services on a daily basis. We strongly prefer candidates with experience supporting software web applications and five or more years managing a team in a call center environment.

Position Responsibilities include:

• Directly supervise the team of technical support agents and manage day-to-day operations
• Develop the skills of team members and hone in on the areas of expertise of each agent
• Provide and document performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management
• Appropriately address human resources issues, such as attendance and interpersonal conflicts in the workplace; consult Human Resources for guidance as needed
• Participate in the interviewing process and make hiring recommendations
• Work closely with Development and Quality Assurance on new feature development and roll out
• Improve customer satisfaction and call quality by monitoring and giving feedback
• Develop and implement initiatives and process improvements to support customer satisfaction and retention
• Utilize reporting to manage improvements in individual, team and queue performance
• Lead and participate in weekly technical support meetings
• Accept change by demonstrating a positive attitude when change occurs
• Take calls and handle escalated customer issues as needed
• Support the call center by participating in cross-functional meetings to give input on improvement opportunities
• Support and communicate business goals, quality standards, policies, processes and procedures
• Other duties as assigned

Position Skills and Experience:

• 5+ years of call center management experience
• Bachelor's Degree
• 2 or more years of experience supporting web-based applications
• Passionate about Customer Service
• Excellent verbal, written and communication skills; possess the ability to explain and teach technical tools to non-technical users
• Ability to write clear and concise documentation
• High attention to detail and good troubleshooting skills
• Knowledge of bug tracking systems and ability to communicate with developers on new features
• Detail-oriented with strong problem solving and negotiating skills
• History of success in managing teams and relaying information on changes and updates
• Strong organizational skills with the ability to handle multiple projects
• Professionalism and humor

Additional Preferred Qualifications:

• Experience in a technology or software company with focus on Health Care or Medical IT products
• Experience in home health care, nursing, or health care agencies

Company Summary

Kinnser Software, Inc. (www.kinnser.com) is the leading Web-based software application that improves the lives of patients who are being cared for at home, while improving business results of the home health care agency that provides that care. With just an Internet connection and a browser, Kinnser enables users the ability to schedule home health care services, contribute notes and complete billing. Kinnser Software, Inc. is based in Austin, Texas, offers competitive compensation, a casual and progressive work environment and is an equal opportunity employer.

To apply, please send your résumé and cover letter to: resumes@kinnser.com

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