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Support Program Strategy & Operations:
- Design and lead support program infrastructure; implement ticketing systems, escalation protocols, and SLA definitions.
- Deploy and manage support tools (ticketing platform, knowledge base, analytics dashboards, reporting frameworks).
- Define and monitor KPIs: Track response time, resolution time, CSAT/NPS, first-contact resolution, ticket trends.
Technical Issue Resolution & Escalation Management:
- Oversee technical troubleshooting: Guide resolution of complex issues including authentication failures & EHR integrations.
- Manage escalation to Engineering: Establish protocols for bug escalation, track critical product issues, coordinate cross-functional response.
- Partner with Clinical Specialist: Escalate issues requiring clinical workflow expertise while owning technical aspects.
Support Team Management & Development:
- Directly manage Customer Support Technician: Provide daily oversight, coaching, quality assurance, and performance management.
- Recruit and onboard talent: Hire additional support team members as program scales & develop comprehensive onboarding programs.
- Establish quality assurance program: Implement coaching frameworks, performance metrics, ticket review processes, continuous feedback.
Knowtex
Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, Knowtex is experiencing explosive growth across both commercial health systems and federal healthcare.