Technical Operations Lead

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