Technical Operations Lead

4 days ago

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Winona

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wellness and womens health

11 - 50

Description

•About Winona: Winona is a leading telemedicine company providing HRT for women in menopause. •About the role: Oversee call center's technical support operations and provide essential support to patient services team. •Responsibilities: Providing advanced technical support, training agents, optimizing processes, staff scheduling and calendar management.

Requirements

•Support Experience: 5+ years of experience in customer support or technical support roles. •Leadership Experience: 2+ years of experience in a management or team lead position, with the ability to inspire and motivate team members. •Strong technical background, including experience with JustCall, Twilio, Intercom, Mixpanel and Calendly platforms. •Experience in both healthcare and technology sectors. •Experience setting up and managing IVRs (Interactive Voice Response systems). •Previous experience in a customer service environment is preferred. •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. •Medical/ Dental/ Vision insurance (US-W2). •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! 🌍