Technical Operations Lead - Remote

Overview

We're seeking a highly skilled Technical Operations Lead to oversee our call center's technical support operations and provide essential support to our patient services team. This role requires a strong technical background, excellent problem-solving skills, and the ability to effectively communicate with both technical and non-technical individuals.

In Short

• Provide advanced technical support to frontline agents.
• Troubleshoot and resolve escalated customer issues.
• Stay up-to-date with the latest technologies.
• Assist in setting up and managing IVRs.
• Assist in scheduling and managing agent shifts.
• Monitor agent performance and identify opportunities for improvement.
• Develop and deliver comprehensive technical training programs.
• Analyze technical support metrics for improvement.
• Manage and maintain shared team calendars.
• Collaborate with team leads to optimize workflows.

Requirements

• 5+ years of experience in customer support or technical support roles.
• 2+ years of experience in a management or team lead position.
• Strong technical background with experience in relevant platforms.
• Experience in both healthcare and technology sectors.
• Experience setting up and managing IVRs.
• Excellent verbal and written communication abilities.
• Strong problem-solving and analytical skills.
• 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! 🌍