Highspring (Formerly MorganFranklin Consulting) · 13 hours ago
IT Call Center Supervisor - Off Hours (2nd/3rd/Weekends)
United States
Full-time
Remote
Mid, Senior Level
$45K/yr - $60K/yr
7+ years expHighspring is a dynamic organization focused on delivering Managed Services and IT solutions to healthcare clients. The IT Supervisor will provide exceptional call center support, project management, and team leadership, ensuring effective communication and customer service during off hours and weekends.
AccountingConsultingRisk Management
Responsibilities
Provides ongoing communication to the call center team based on customer updates, changes, and outages
Train and document new information or changes from the customer(s)
Ticket/Issue Escalations for assigned call center
New customer onboarding and project management
Provide support for the Quality Assurance team with ticket review and client reporting
Daily interaction with our customers to address issues, requests, and concerns
Review customer’s information and determine the issue by evaluating and analyzing the symptoms
Deliver service and support to end-users, including via remote connection or over the Internet
Organize ideas and communicate oral messages appropriate to listeners and situations
Stay current with system changes and updates
Ensure customers receive prompt, accurate and courteous service
Assists in the Recruitment, interviews, hires, and training of new staff
Oversees the daily workflow of the call center
Provides constructive feedback for performance evaluations
Client onboarding and information gathering
Qualification
Required
Project Management and Project Tracking
Documentation Standards
Develop Training materials and provide new customer training
Assist with SOW and RFI documentation
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
Knowledge of customer service principles and practices (ITIL training a plus)
Experience supporting software computer applications and equipment from a remote helpdesk environment
Must be a team player and build good working relationships across all functions of the company
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
Need to be flexible, adaptable, and possess creative problem-solving skills
Proficient in Microsoft Office suite and database knowledge
2-year Associates degree or equivalent experience is desired
Preferred
Medical/clinical terminology is preferred, but not required
7+ years' experience in the Information Technology and/or Call Center field preferred
2+ years' experience in IT staff leadership and/or IT staff mentoring
Benefits
A variety of bonus and financial incentives based on individual and company performance
Company
Highspring (Formerly MorganFranklin Consulting)
MorganFranklin Consulting is now Highspring, a leading global professional services organization with three integrated offerings—Consulting, Managed Services, and Talent Solutions.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$5.22M2019-08-06Acquired
2014-06-23Series Unknown· $0.4M
2014-04-17Series Unknown· $4.82M
Leadership Team
Ron Morgan
Founder
Recent News
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