Position Summary:
Reporting to the Director of Client Services, the National Support Manager is responsible for managing the support of QHR’s Quadrant Enterprise Management Solution (EMS) to our client sites across Canada through a team of Support and Technical Analysts to ensure optimal client success.
Key Accountabilities:
• Develop a vision and a plan for the Support Department and implement support “best practices”.
• Unite two physical groups into an overall support department with common processes, tools, staffing approaches and customer service outcomes.
• Manage the day-to-day activities of the Support team to ensure all Help Desk cases are handled professionally and that the highest level of customer service is provided.
• Provide guidance to Support Analysts in resolving product or service problems.
• Establish, manage and regularly report on Support Organization metrics that adhere to industry best practices.
• Evaluate and implement new Support Organization/Call Center technologies in an effort to streamline operations and improve the Customer Support experience (e.g. automated call routing, external knowledge bases etc.)
• Establish an internal Knowledge Management process and repository to assist in the Support Process and continued education of Support Analysts.
• Provide management with regular customer service and productivity reports.
Candidate Profile:

The successful candidate will possess the following:

• Proven leadership ability. Excellent communication skills, both verbal and written
• Commitment to customer success
• Excellent attention to detail
• Results-oriented attitude with the ability to meet deadlines
• Ability to contribute to overall corporate vision and development/ implementation of the Support team’s short and long term business plans

Education/Experience:
• Post secondary education, preferable in a Technical or Business field
• At least 10 years management and leadership experience in running a Software Application
• Support/Customer Service Call Center Environment
• At least 5 years leadership experience including uniting groups, and leading business and cultural change.
• Strong people skills and teamwork orientation coupled with enthusiasm, energy and self-motivation
• Excellent attention to detail on all aspects of client support in order to exceed client expectations
• Experienced in managing remote team personnel

Please email cover letter and resume (in Word or PDF format) to careers@qhrsoftware.com. We thank all applicants for their interest. Only those selected for an interview will be contacted.