Remote Customer Service Technical Lead

Summary

Join our team as a dedicated and skilled Customer Service Technical Lead to ensure efficient and seamless call center operations.

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

Responsibilities

• 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
• Implement out-of-office messages and manage other communication tools as needed

Benefits

• Flexible hours
• Unlimited PTO
• Non-working holidays per country of residence
• Referral bonuses
• Financial support for online courses