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Team Lead, Product Support Engineer - Australia (21-100)

Spok - Perth, WA

Source: uWorkin



Spok has a passion for healthcare and a commitment to our core values of communications, innovation, accountability, and putting the customer first. Hear from five Spok leaders to learn how we’re living those values every day and changing the way healthcare communicates: Transforming an Industry: What It's Like to Work at Spok and learn how we’re living our company values every day and change the way healthcare communicates. We’re coders, problems solvers, and learners who are helping caregivers act faster, heal bodies, and save lives.

Position Summary

The Department Lead’s primary role includes that of the Technical Support Analyst and at the same time to oversee the day to day operations of Technical Support Analysts by ensuring employees adhere to the policies and procedures outlined by the department manager, determines appropriate staffing needs for incoming customer support inquiries. Additionally, this role will review all PSR and ESR requests to ensure they are accurate and vetted through the Support organization before being submitted.

Communication And Troubleshooting

Essential Duties and Responsibilities:

  • Communicate with customers and work with staff to provide adequate resources while troubleshooting issues with the Support staff.
  • Contribute to the team culture/atmosphere.
  • Motivate team to achieve set team goals.
  • Regularly communicates with customers, troubleshoots and resolves problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.
  • Applies application patches as needed.
  • Provides technical support for customers and escalates issues as necessary.
  • May consult with other vendors to mutually agree upon the best approach to resolving issues.
  • Test, replicate then analyze, interpret or make deductions from varying facts or circumstances through application of troubleshooting techniques as it relates to analysis of Spok software products and the issues customers experience with production systems

Customer Relations & Quality
  • Coordinate with other vendors and clients to resolve difficult cases until closure.
  • Monitor coverage for off hours to ensure adequate support is provided to the customer base at all times.
  • Manages customer relationship to case closure, or escalation as required by procedure.
  • Research customer issues to provide guidance to the customer in resolving their environmental issues through consistent exercise of discretion and judgment, using advanced knowledge of Spok products, environments and related technologies. Some of these solutions are provided under high stress situations and the ability to stay calm and in control is a key component of this role.
  • Present potential solutions or corrective actions through documentation, customer communication, training or other applicable method.
  • May advise customers on recommendations for meeting certain business needs through application software, hardware or system functionality of Spok products.

Case Management Monitoring And Escalations
  • Adjust schedule as needed to ensure incoming customer support inquiries can be managed by staff on hand.
  • Checking in with workload and assisting in escalations and providing technical advice.
  • Being flexible in role based on APAC support working shifts, and activities overlapping with other business units such as logistics/shipping and Professional services.
  • Management of Escalated Support Requests to the development organization including proper prioritization to ensure most critical issues receives attention and resolution first. This duty includes monitor of follow-up from and to the development organization regarding progress and subsequent monitoring of updates to the customer.
  • Developed into a SME in agreed Spok products following and agreed development plan.

  • Reviews daily activity with workload for team staff members on a regular basis and makes adjustments as needed.
  • Maintains familiarity with current and previous versions of all products, procedures, processes and technology supported through Technical Support by attending in-house training sessions and independently and routinely accesses self-teaching tools such as computer-based training (CBT) software.
  • Acts as a mentor for new Support Analyst employees as well as a technical resource for existing Support Analysts by providing routine one on one technical support and troubleshooting advice and insight.
  • Assists Support Trainer with new technicians as needed.
  • Assist in the creation and delivery (Internal and External helpdesks) of an Spok product specific induction plan for Level 1 support.
  • Stand in for Support operations manager in hosting the Wednesday Office Meeting.
  • Assist line manager with case quality reviews

Documentation/ Administrative Reporting
  • Participates in the maintenance of technical support documentation including customer information, manuals, procedures, and processes to ensure the accuracy of the information.
  • Responsible for familiarity and content for all products lines and updates as published.
  • Monitor the contributions of support staff to the Knowledge Center and track compliance to minimum contributions.
  • Review Root Cause Analysis documents prepared by Support staff for technical and grammatical accuracy and completeness.
  • Review Change Control documents as it relates to technical and grammatical accuracy and completeness.

Call Management Monitoring
  • Monitors quality of process in place as it relates to covering shifts, help ensuring agents are logged in when on shift.
  • Ensures that all systems are updated (White Board, CCS portal and when applicable Schedules) with duty rosters.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience
  • Technical degree or approved certification in related field and 4+ years of related experience and/or training; or an equivalent combination of education and experience.

Required Skills And Experience
  • Experience with Linux, Microsoft Windows, Oracle/SQLPlus, voice and data networking, and server/PC desktop hardware configurations and virtualization environments.

Preferred Skills
  • Minimum 2 years previous customer service experience required troubleshooting software applications, or equivalent 1yr. + 2yr.
  • Willing to identify, own, and solve escalated support cases independently and as part of a team.
  • Demonstrates strong leadership skills and ability to professionally manage conflict.
  • Strives to become a self-directed, productive team member, serving a positive agent of change.
  • Ability to constructively provide appropriate dialog to customers requiring CRM case escalation.
  • Well-developed oral and written communication skills, specifically customer service oriented.
  • Experience troubleshooting within a virtualized environment.
  • Prior experience in computer and data/voice network terminology and practices.
  • Potential occasional travel required to assist clients “on site” with maintenance support and training or other departments with lead responsibilities.
Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Springfield, Virginia, is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Go® and Spok Care Connect® platforms to enhance workflows for clinicians and support administrative compliance. Our customers send over 100 million messages each month through their Spok® solutions. When seconds count and patients’ lives are at stake, Spok enables smarter, faster clinical communication. For more information, visit spok.com or follow @spoktweets on Twitter.
Spok is a trademark of Spok Holdings, Inc. Spok Go and Spok Care Connect are trademarks of Spok, Inc.

At Spok, Inc., we provide equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected status or characteristic.
  • Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935