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Jobs or company...

Technical Support Manager (Hybrid in San Diego)

Salary undisclosed

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This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.

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Job Description

Job Description

Our Company:

With a legacy spanning over 20 years, PracticeTek is the market leader in practice management software for chiropractic (ChiroTouch, ACOM Health), optometry (RevolutionEHR), and therapy practices (ClinicSource) across the United States. We are a growing, profitable, privately-funded organization who continues to lead by constantly innovating and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing. Our vision to be the most loved, most essential software and service provider for every practice reflects who we are as a company and who we are as people.

The Techncial Support Department:

The Technical Support department s goal is to ensure environmental issues impacting the Microsoft Windows-based on-premises software ChiroTouch - are addressed in a timely manner. The Technical Support department is responsible for handling phone calls, appointment-based support, technical escalations from other departments, and ensuring the ancillary, off-site backup service CTSecure is functional for all active subscribers.

The Career Opportunity:

The Technical Support Manager will oversee the daily operations of the Technical Support department, provide coaching to the members of the Technical Support department, coordinate the resolution of a range of technical support issues relating to the ChiroTouch practice management and electronic healthcare record (EHR) platform, and utilize creative and critical-thinking skills to ensure yearly goals and achievements are met.

The position is based in San Diego, CA with a hybrid work schedule (3 days per week in office).

Areas of Accountability:

The Technical Support Manager has responsibility for the following outcomes:

  • Provides support for Technical Support members by utilizing active listening skills and providing guidance for difficult situations.
  • Function as an escalation point for Technical Support agents and leads by participating in managerial activities to ensure resolution.
  • Participate in all Customer Success meetings to ensure active communication needs are met with other departments.
  • Review and discuss key performance indicators with direct reports.
  • Train, mentor, and coach hard/soft skills.
  • Successfully fulfill open job requisitions within the Technical Support department by interviewing and hiring qualified candidates.
  • Promote a positive environment through employee engagement, training, and high performance.

Competencies for Success:

  • Minimum of three (3) years of Technical Support, IT, or Help Desk leadership experience, preferably in a call center environment.
  • Basic understanding of Microsoft SQL Server, Microsoft Windows administration, and networking concepts including NETBIOS over TCP/IP.
  • Outstanding written and verbal communication with an emphasis on phone etiquette.
  • Maintain high standards of integrity and accountability.
  • Outstanding written and verbal communication skills.
  • Basic understanding and familiarity with HIPAA regulation.

At PracticeTek, we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensation to vary but we reasonably expect to pay between $33,050-$70,000 for this position.

PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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