QCSS Health

Technical Customer Success

• Lead and manage day-to-day support desk operations across client health plans
• Own response times, resolution times, SLA compliance, and overall service quality
• Serve as the escalation point for customer issues and critical incidents
• Investigate, troubleshoot, and resolve complex customer and application issues
• Monitor support workload, ticket trends, and operational metrics
• Administer and optimize Jira Service Management
• Develop dashboards, reports, and KPIs to analyze support performance
• Partner with Product, Engineering, Customer Success, and Implementation teams
• Build and maintain support SOPs, internal documentation, and customer-facing Knowledge Center content
• Lead process automation, workflow optimization, and operational efficiency initiatives

Technical Support Manager