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Tech Support Team Lead
hace 2 meses
The team of experts providing analytical services to healthcare clients is looking for a great, long-term Support Team Lead - Health-Tech, you will architect and cultivate a world-class support experience for doctors using a flagship Chrome plugin, directly influencing product strategy and user success.
You will join an international team of first-class professionals who are passionate about creating products that improve the quality of medical services.
The company offers exposure to a variety of industries and technologies, room to grow as a professional, time in projects to learn new skills and an opportunity to work with phenomenal coworkers, some of the best people on the planet.
As a support team lead you will: ? Build and manage a technical support team to assist doctors with our plugin via various channels (on-site support window, Zendesk, etc.)
? Provide service level management procedures ? Create and manage ticket flow, document common issues for product improvement ? Analyze user feedback for plugin enhancements and new feature development with the product team ? Create and update product FAQs/Guides for end users ? Become an EMR/EHR liaison: stay informed on technical nuances and updates of assigned EMR/EHR systems and communicate changes to the team ? Develop onboarding programs and demo videos for each new significant feature that our product has implemented ? Collaborate with the development team to improve plugin functionality for specific EMR systems Requirements: ? English proficiency at native or C1+ level ? Ability to work in US time zone (US, Canada, Mexico, or Latin America) ? 3+ years in tech support, with at least 1 year in a leadership role ? Experience with Chrome plugins or willingness to learn ? Familiarity with B2B products is a plus ? Proficiency in Zendesk ? Management skills and the ability to build processes, understanding how to manage them and how to collect feedback from business customers ? Ability to thrive in a fast-paced environment and make quick decisions As a plus: ? Familiarity with microservices architecture and B2B products ? Familiarity with ITSM approach Benefits: ? Competitive salary ? Opportunity to work on a product with significant social impact ? Join a flagship product team experiencing rapid growth #Li-remote
