Application Support Manager
Matrix Medical Network - San Diego, CA

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The Application Support Manager routes issues reported by clients to technical staff, monitors progress until internal resolution, and obtains approval of completion from the client. They are a communications liaison between internal staff and the client to ensure all parties are receiving timely and clear information from the other.

POSITION RESPONSIBILITIES:
Providing point of contact support for our clients by answering phone calls/emails from end users
Routing support issues and manage until completion
Updating clients regularly on issue status
Understanding of the application we support
Updating end user technical documentation
Analyzing and reporting any trends among support issues
Training clients on proper use of application
Writing internal procedural documentation
Meeting with clients by phone as needed to maintain good relationships
Relaying client s needs to development team
Ensuring client satisfaction with application and support
Assessing urgency of client s needs and prioritize issues appropriately
Assisting with transition of new clients
Maintaining client contact information and be a source of client information for all other departments
Troubleshooting potential client problems and being proactive in providing solutions

Bachelor’s Degree
Providing point of contact support for our clients by answering phone calls/emails from end users
Routing support issues and manage until completion
Updating clients regularly on issue status
Understanding of the application we support
Updating end user technical documentation
Analyzing and reporting any trends among support issues
Training clients on proper use of application
Writing internal procedural documentation
Meeting with clients by phone as needed to maintain good relationships
Relaying client’s needs to development team
Ensuring client satisfaction with application and support
Assessing urgency of client's needs and prioritize issues appropriately
Assisting with transition of new clients
Maintaining client contact information and be a source of client information for all other departments

Matrix Medical Network provides medical assessments on the behalf of health plans and medical service providers throughout the United States. Our nurse practitioners personally visit with plan members and patients at their homes and at care facilities. Our experience, people and technology bring together the information that care providers need to deliver better care.

Matrix Medical Network - 17 months ago - save job - block
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