Resident Support Manager

Position: Resident Support Manager

Reports to: COO

At Parasol Alliance, our mission is to bring strategy, innovation and accountability to our clients’ use of technology, enabling them to maximize profitability, growth and success. Parasol Alliance is a technology solutions company exclusively serving the senior living industry. We provide leadership and comprehensive in-house technology support, to help our clients make smart strategic technology investments and effectively use technology to achieve their business objectives.

Our strategic focus forms the core of Parasol Partnerships. These partnerships lead to increased efficiency, productivity, and profitability for our clients. We make our clients more successful – and we have the data to prove it.

Leadership defines us. We are innovative leaders in everything we do

Position Mission

The Resident Technology Support Manager will be the direct report for the Resident Support Associates on the team. They will help to provide insight to team members, check-in with them and review and approve their time entries. In addition, this position would be a part-time resource for Resident Support for our client.

Responsibilities

• Oversight of the Resident Technology Support program.
• Oversight of resident support requests.
• Work as a point of escalation for all Resident support related items.
• Act as the primary TechAtHome point of contact for all clients
• Lead the TechAtHome Team meetings
• Review and approve time entries against timeclock times
• Interview for new TechAtHome team members as needed
• Help with assignment of tickets
• Record and review TechAtHome metrics
• Detailed documentation within service tickets on issue steps and resolution
• Excellent customer service on the phone, via email and in person
• Act as a TechAtHome Resident Support Analyst part-time.
• Additional requirements such as background check, TB test, vaccinations (or masking in lieu of vaccinations)

Requirements

• Healthcare experience preferred, long-term healthcare support experience is a plus
• At least 1 year of experience in a managerial or supervisory position
• Basic technical troubleshooting and problem solving on multiple types of devices including computers, laptops, phones, tablets and smartphones
• Some exposure to enterprise IT support
• Ability to appropriately handle client relationships as the face of their team
• Excellent communication and customer service skills are required
• The position is largely self-motivated and self-structured. The right candidate will be driven to be challenged and to succeed
• Some local travel required

Position Metrics

1. The Resident Support Manager is responsible to work in coordination with the COO to ensure the adherence of the team to established policies and standards.
   1. Metric: Customer notifications completed within standards 95% each quarter
   2. Metric: tickets are updated within standards 90% each quarter
   3. Phone Metrics: Calls are answered 75%
2. The Resident Support Manager is responsible for ensuring all TechAtHome clients have a positive review of the program during monthly check-ins.
3. The Resident Support Manager will ensure adherence to company policies.
4. The Resident Support Manager will help in encouraging growth within the company for the team members.
5. The Resident Support Manager will ensure all billable time for the program matches all payroll time recorded, and that proper time entries are being entered.
6. The Resident Support Manager will ensure 2 classes per month (unless the client opted for less) are held each month

Benefits

• Cell phone/internet reimbursement
• Medical, dental, vision, 401k
• Responsible paid time off
• Certification reimbursement

Company Culture

We are an IT company but believe technology support should be directly related to your business success.  Technology for technology’s sake is not what we are about.  We intertwine the knowledge economy with technology to transform and interconnect our expertise with your company to expand the decision-making capabilities and ensure productivity and cost effectiveness.

Our Values:

• Expertise
• Collaboration
• Empathy
• Integrity

If you want to work for a values driven, high performance company and to experience an exciting opportunity to help grow a company then this is the job for you. We are looking for our team members to take ownership and pride in their work, and to provide input and guidance into not only the clients of Parasol but the growth of Parasol itself. We are a virtual company that offers work from home, responsible time off and bonus opportunities.