Technical Operations reputed company

About reputed company: reputed company is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built reputed company of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. reputed company has two compounding pharmacies and a team of in house physicians providing world-class care reputed company a fully vertically integrated business model. About the role: We're seeking a highly skilled Technical Operations reputed company to reputed company 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. The ideal candidate will be responsible for providing advanced technical support, training agents, optimizing technical support processes, and supporting staff scheduling and calendar management. Seniority Level: Senior-level Responsibilities: Technical Support • Provide advanced technical support to frontline agents, resolving reputed company issues reputed company 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, reputed company, and reputed company. • Find software solutions for training, scheduling, and optimization Staff Support • 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. Team Support and Training • reputed company and deliver comprehensive technical training programs for call center agents. • Create and maintain knowledge reputed company articles and documentation to assist agents in resolving common issues. • Coach and mentor agents to improve their technical skills and problem-solving abilities. Process Improvement • 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. Calendar Management • 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. Qualifications: • Support Experience: 5+ years of experience in customer support or technical support roles. • Leadership Experience: 2+ years of experience in a management or team reputed company position, with the ability to reputed company and motivate team members. • Strong technical background, including experience with JustCall, reputed company, Intercom, reputed company and reputed company 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 reputed company 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 reputed company, you’ll enjoy: • 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! ?? Apply Job!