Software Support Manager jobs in Idaho Falls, ID

Home Care Pulse (HCP), a SaaS leader in the post-acute healthcare market, has an exciting opportunity for a Customer Support Assistant Manager.

First, a bit about HCP. Founded in 2008, Home Care Pulse set out to enhance patient outcomes through top-tier online training for post-acute and residential living providers. Today, with 250 team members, 3.2k clients, and an impact on over 1M patients' lives, our Care Intelligence Platform offers employee engagement, continuing education and training, satisfaction surveys, and reputation management tools to help providers become the best employer and care provider in their area.

Position Overview:

HCP is seeking a skilled Customer Support Assistant Manager, who will assist the Customer Support Manager with administrative responsibilities. They will help customers, assist with escalations, supervise team employees, and manage the workflow of the team’s processes. This role demands great communication skills both verbal and written.

Key Responsibilities:

• Work independently and with a team of Customer Support Associates supporting our customer base
• Directly report to the Customer Support Manager and assist with administrative responsibilities
• Supervise employees during day-to-day tasks
• Provider customer support in escalated situations as needed
• Manage the overall workflow of the workspace
• Display a strong commitment to the success of HCP customers, going above and beyond to deliver top-notch service at every touchpoint
• Communicating with customers over the phone, email and sometimes video calls
• Answering questions with an In-depth understanding of the company’s products or services
• Respond to inquiries from customers in a timely manner
• Communicate across teams internally to get answers for customers and other team members
• Work between many different software’s and systems to assist customers

Required Skills:

• Strong technical aptitude and computer literacy
• Strong problem-solving skills
• Work independently and as a member of a team
• Effective time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively and meet deadlines
• Excellent organizational skills and attention to detail
• Excellent interpersonal and customer service skills
• Open minded, resilient, and flexible
• Excellent communication abilities, including written and verbal communication
• Patience, empathy and professionalism
• Full time work schedule
• Must be able to read and speak clearly in English
• Proficient in Microsoft Office Suite
• Able to work in our Rexburg, Idaho office

Experience and Qualifications:

• 1 years of professional experience in customer service
• Deep understanding of information technology processes
• Self-motivated, driven and a positive attitude are a must
• Confident, with strong interpersonal skills and a true team player
• Prolonged sitting at a desk and working at a computer
• Ability to manage people