Supervisor, Technical Product Support

Job Description

Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary

Position Summary:

Technical Support Supervisor will be responsible for managing a team of Support Engineers in providing excellent customer service, problem diagnosis and creative resolution for issues related to Nuance products and their supporting technologies/infrastructure. Maintain superior documentation and actively contribute to ongoing process improvement. The supervisor will also work with other support leadership to provide direction and guidance on department initiatives and special projects. This position has daily contact with help desk staff, customers, peers, and/or internal/external customer base.

Principal Duties and Responsibilities:

· Mentor, hire, and train new staff as well as handle all personnel management of the team.

· Assist with support projects assigned to the team ensuring completion is on time and within budget.

· Responsible for overall satisfaction for customer accounts assigned to the team.

· Monitor and QA ticket responses to ensure we’re exceeding customer obligations.

· Must be capable of establishing and documenting processes, policies and procedures.

· Identify trends and patterns between service request data and foresee future problems.

· Serve as an escalation point for customer issues and complex inquiries.

· Act as cross functional program team representative; gathering and disseminating information to and from product development and engineering teams.

· Other duties as assigned.

Knowledge, Skills, and Qualifications:

Number of Years of Supervisor/Manager Experience:

3-5

Required Skills:

· Minimum 5 years of experience managing teams in a complex technical environment

· Full understanding of operations metric tracking

· Bachelor’s degree (IT /CS/related discipline)

· Strong written and verbal communication skills

· Experience & working knowledge with following applications: Microsoft Office 2003/2007 (specifically Word & Excel), Microsoft Windows XP/Vista/7, Microsoft Windows Server 2003/2008

Preferred Skills:

· Knowledge of healthcare environment and technology, including Electronic Health Record Systems (EHR/EMR) highly desirable

· ITIL certification at the foundation level or higher

· Experience with Nuance products

Education:

· Bachelor’s degree (IT/CS/related discipline)

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.