Experienced Customer Service Technical Lead – Telemedicine Call Center Operations

At arenaflex, we're revolutionizing the way healthcare is delivered, and we're looking for a talented and dedicated Customer Service Technical Lead to join our team. As a leading telemedicine company providing Hormone Replacement Therapy (HRT) for women in menopause, we've built a comprehensive technology stack in-house, including an Electronic Health Record (EHR), patient care administration system, patient portal, website, marketing technology, and two compounding pharmacies. Our vertically integrated business model enables us to provide world-class care to our patients. We're seeking a seasoned Customer Service Technical Lead to oversee the technical support, administrative assistance, and staff management of our call center operations. This role requires a unique blend of technical expertise, leadership skills, and customer service experience. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.

Responsibilities:

As our Customer Service Technical Lead, you'll be responsible for:

Technical Support

• 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.

Staff Support

• 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.

Staff Support and Training

• 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.

Problem Solving

• 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.

Calendar Management

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

Qualifications:

* 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.
• Reliable high-speed Wi-Fi and a personal laptop.
• Availability weekdays between 8 AM to 4 PM Eastern Time/Central Time/Pacific Time.

What's in it for you?

As a full-time member of our team, you'll enjoy:

• Flexible hours, work wherever you choose.
• Unlimited PTO.
• 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! ??

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Apply now to join our team as a Customer Service Technical Lead and be a part of arenaflex's mission to revolutionize the way healthcare is delivered. Apply Job! Apply for this job