Customer Service Technical Lead

September 25

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Winona

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wellness and womens health

11 - 50

Description

• Provide first-line technical support to call center agents, resolving hardware, software, and network connectivity issues. • Oversee the administration and optimization of cloud-based call center software. • Diagnose and resolve technical problems affecting call center operations, including system failures, software errors, and network outages. • Collaborate with the development team to implement new technical solutions and resolve system issues. • Serve as a point of contact for call center representatives regarding technical difficulties. • Support in monitoring activity across various platforms and addressing issues, working with the Patient Services Manager and Engineering to identify and troubleshoot administrative bugs. • Assist in setting up and managing IVRs and provide support for platforms such as JustCall, Twilio, and Calendly. • Find software solutions for training, scheduling, and optimization. • Liaison between service product and analytical teams. • Overseeing scheduling software for patients and representatives. • Coordinate with other departments to ensure timely resolution of patient inquiries and issues. • Provide general support to the call center team to ensure smooth operations. • Develop and manage staff schedules to ensure adequate coverage and optimize efficiency. • Collaborate with team members to accommodate preferences and resolve personal issues. • Manage staff assignments to meet productivity goals and assist in monitoring and tracking performance for improvement opportunities. • Conduct comprehensive training for new hires and provide ongoing training for the Patient Services Team as needed. • Troubleshoot technical issues and provide solutions or escalate as necessary. • Identify opportunities to improve call center processes and workflows. • Analyze data to identify trends and patterns related to technical issues and suggest improvements.

Requirements

• 3-5 years of proven experience managing a customer support team, preferably in a call center environment. • Experience in both healthcare and technology sectors. • Strong leadership and interpersonal skills, with the ability to inspire and motivate team members. • Proven experience in technical support, with a strong understanding of cloud computing platforms and technologies. • Experience setting up and managing IVRs (Interactive Voice Response systems). • Previous experience in a customer service environment is preferred. • Demonstrated experience with JustCall, Twilio, Intercom, Mixpanel and Calendly platforms. • Proficient in using computer systems, software applications, and phone systems. • Excellent verbal and written communication abilities, with strong customer service and conflict resolution skills. • Strong problem-solving, analytical, and decision-making skills, with attention to detail. • Ability to multitask, prioritize tasks effectively, and remain calm under pressure. • Reliable high-speed Wi-Fi and a personal laptop. • Availability weekdays between 8 AM to 4 PM Eastern Time/Central Time/Pacific Time

Benefits

• Flexible hours, work wherever you choose. • Unlimited PTO. • Non-working holidays per country of residence. • Referral bonuses. • Financial support for online courses. • Fun and casual work environment. • Employee engagement activities and virtual gatherings. • We are a diverse, global team! 🌍