Remote Technical Operations Lead
Winona
πRemote - United States
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Job highlights
Summary
Join our team as a Technical Operations Lead to oversee call center technical support operations and provide essential support to patient services team.
Requirements
- 5+ years of experience in customer support or technical support roles
- 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
Responsibilities
- Provide advanced technical support to frontline agents, resolving complex issues related to hardware, software, and network connectivity
- Troubleshoot and resolve escalated customer issues, working closely with engineering and development teams
- Stay up-to-date with the latest technologies and industry trends to provide effective solutions
- 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
- Assist in scheduling and managing agent shifts to ensure optimal coverage and efficiency
- Monitor agent performance and identify opportunities for improvement
- Collaborate with team leads and managers to address staffing needs and resolve scheduling conflicts
- Develop and deliver comprehensive technical training programs for call center agents
- Create and maintain knowledge base articles and documentation to assist agents in resolving common issues
- Coach and mentor agents to improve their technical skills and problem-solving abilities
- Analyze technical support metrics to identify areas for improvement and implement solutions
- Collaborate with team leads and managers to optimize call center workflows and reduce resolution times
- Identify opportunities to automate tasks and streamline processes
- Manage and maintain shared team calendars, ensuring accurate scheduling of appointments and meetings
- Coordinate with team members to resolve scheduling conflicts and optimize resource allocation
- Assist in implementing and managing out-of-office messages and other communication tools
Benefits
- Flexible hours
- Unlimited PTO
- Medical/ Dental/ Vision insurance (US-W2)
- Non-working holidays per country of residence
- Referral bonuses
- Financial support for online courses
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