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