Customer Support Manager

Job not on LinkedIn

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $103.6k - $123k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tenet Healthcare

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

👥 B2C

💰 $2G Post IPO debt on 2022-07

Healthcare • B2C

Tenet Healthcare is a for-profit healthcare services company that owns and/or operates hospitals and hospital programs through subsidiaries and affiliates across the United States. The company's website and materials describe acute-care hospitals, emergency centers, specialty services (including cancer centers and advanced cardiac imaging), medical office buildings, physician careers and community health networks; Tenet emphasizes compliance, community service, and clinical innovation.

📋 Description

• Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues • Categorize, prioritize, and assign tickets to appropriate teams • Manage support cases from initial intake through resolution, including documentation and follow-up • Collaborate with engineering, operations, product, and business teams on application, data, and process issues • Work with IT Operations to support enterprise applications, operational processes, and technology initiatives • Monitor support queues and prioritize work against service level objectives • Analyze data and system behavior to identify root causes and recommend solutions • Identify recurring issues and recommend process improvements • Evaluate processes and systems and propose modernization, automation, and technology enhancements • Track support trends, service metrics, and operational performance indicators • Assist with testing, validation, and implementation of system enhancements and fixes • Contribute to accountability, service excellence, innovation, and continuous improvement

🎯 Requirements

• Bachelor’s degree or equivalent practical experience • Minimum 5 years of experience in customer support, application support, business systems support, technical support, or a related field • Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments • Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies • Strong working knowledge of DB2 for IBM i and advanced SQL skills • Experience querying, analyzing, troubleshooting, and validating data • Experience investigating data-related issues and performing root cause analysis using DB2 and SQL • Strong problem-solving, analytical, and troubleshooting skills • Ability to identify process improvement opportunities and recommend practical modernization solutions • Excellent written and verbal communication skills • Ability to manage multiple priorities in a fast-paced environment • Experience with ticketing systems, case management platforms, or similar tools • Strong organizational skills and attention to detail • Ability to collaborate across technical and business teams and build strong working relationships • Preferred: experience supporting enterprise business applications and operational systems • Preferred: healthcare industry experience, particularly claims processing, insurance billing, appeals, denials, eligibility, or revenue cycle management • Preferred: technical aptitude and understanding of software, systems, and technology concepts • Preferred: software development experience or familiarity with IBM i development environments, RPG, CL, or SQL • Preferred: knowledge of Visual Studio Code and modern IBM i development and management tools • Preferred: process automation, workflow optimization, or modernization experience • Preferred: experience working with engineering, operations, or product teams • Preferred: knowledge of support best practices, service management processes, and root cause analysis methodologies

🏖️ Benefits

• Medical, dental, vision, disability, AD&D, and life insurance • Manager Time Off – 20 days per year • Discretionary 401k match • 10 paid holidays per year • Health savings accounts • Healthcare and dependent flexible spending accounts • Pet insurance • Legal insurance • Accident and critical illness insurance • Long term care • Elder and childcare benefits • Auto and home insurance • Paid sick leave and other leave benefits in accordance with applicable federal, state, and local laws • Annual Incentive Plan bonus of 10%-50% depending on role level • Potential sign-on and relocation bonuses for management-level positions