eDerm Systems is a complete dermatology practice software solution providing practice management (PM), EHR (electronic health record) and telehealth applications. We are looking for a highly skilled Software Support Manager to serve as our Support Team Leader. The ideal candidate has previous Tier 3, healthcare software (EHR/PM) support and supervisory experience. If you possess a passion for delivering outstanding customer support by resolving software-related issues and are looking for a growth-oriented, expansive company we encourage you to apply.

• Provides inbound phone, web, or email software support to resolve client inquiries effectively and efficiently
• Serve as a mentor to further enhance and develop members of the software support team
• Communicate with internal customers in a professional, timely and effective manner
• Perform other duties as assigned by management including, but not limited to product release testing and client / internal project work
• Track, escalate, and redirect problems to correct resources
• Continually develop product expertise by reviewing new functionality, testing product issues, and utilizing internal resources
• Responsibly communicates to all parties involved in issue resolution to meet and manage client expectations.
• Consult clients on best practices for optimal use of medical software
• Creates or enhances documentation throughout the support process
• Provide software training to staff and customers upon new releases

• Proficient in Microsoft Office, inclusive of MS Teams
• Working knowledge of help desk software and remote sessions applications
• Previous experience mentoring/managing a team
• Experience with Jira or other CRM/ticketing systems (preferred)
• Experience trouble shooting software issues considering hardware and infrastructure
• Experience with various EHR’s or PM’s (practice management systems)
• Good communication skills with experience developing and managing customer relationships
• Effective decision making and problem-solving skills involving troubleshooting basic to moderate issues.
• Experience working with relational databases; the ability to write SQL scripts (preferred)
• Excellent analytical skills and ability to learn quickly
• Ability to work independently, learn new tasks/handle multiple tasks, solve problems, meet deadlines, and show strong self-motivation and initiative

Job Type:

• Full-time

Experience:

• 5 years+ (Required)

Education:

• Bachelors or experience equivalent (preferred)

All your information will be kept confidential according to EEO guidelines.

Integrated Dermatology and it's entities provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.