At arenaflex, we're revolutionizing the way healthcare is delivered through innovative telemedicine solutions. Our mission is to provide world-class care to women in menopause, and we're seeking a dedicated and skilled Customer Service Technical Lead to join our team. This role combines technical support, administrative assistance, and staff management to ensure efficient and seamless call center operations.
**About arenaflex**
arenaflex is a leading telemedicine company that provides Hormone Replacement Therapy (HRT) for women in menopause. We've built all of our technology in-house, including an Electronic Health Record (EHR) system, patient care administration system, patient portal, website, marketing technology, and two compounding pharmacies. Our team of in-house physicians provides world-class care via a fully vertically integrated business model.
**Job Summary**
We're seeking a seasoned Customer Service Technical Lead to oversee the technical support and administrative aspects of our call center operations. The ideal candidate will have experience in technical support within a call center environment, strong problem-solving, communication, and organizational skills, and a passion for delivering exceptional customer service.
**Responsibilities**
As a Customer Service Technical Lead, you will 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!
**How to Apply**
If you're passionate about delivering exceptional customer service and technical support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role.
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