Technical Operations Lead

closed
Winona Logo

Winona

πŸ“Remote - United States

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
This job is filled or no longer available