Experienced Customer Service Technical Lead – Call Center Operations and Technical Support Specialist

Welcome to blithequark

blithequark is a pioneering telemedicine company that specializes in providing top-notch Hormone Replacement Therapy (HRT) for women in menopause. With a strong commitment to innovation, we have developed our entire technology infrastructure in-house, including a comprehensive Electronic Health Record (EHR) system, patient care administration platform, patient portal, website, and marketing technology. Our vertically integrated business model is further enhanced by two state-of-the-art compounding pharmacies and a team of expert in-house physicians who deliver world-class care to our patients.

About the Role

We are seeking a highly skilled and dedicated Customer Service Technical Lead to join our dynamic team. This senior-level position combines technical support, administrative assistance, and staff management to ensure the seamless operation of our call center. The ideal candidate will possess a unique blend of technical expertise, strong problem-solving skills, and excellent communication abilities, with a proven track record of experience in technical support within a call center environment.

Key Responsibilities

• Technical Support: Provide first-line technical support to call center agents, resolving hardware, software, and network connectivity issues in a timely and efficient manner.
• Oversee the administration and optimization of cloud-based call center software to ensure maximum uptime and productivity.
• Diagnose and resolve technical problems affecting call center operations, including system failures, software errors, and network outages, to minimize downtime and ensure continuity of service.
• Collaborate with the development team to implement new technical solutions and resolve system issues, staying up-to-date with the latest technologies and trends in the industry.
• Serve as a point of contact for call center representatives regarding technical difficulties, providing guidance and support to ensure that issues are resolved promptly and effectively.
• Support the monitoring of activity across various platforms and address issues, working closely with the Patient Services Manager and Engineering team to identify and troubleshoot administrative bugs and optimize system performance.
• Assist in setting up and managing Interactive Voice Response (IVR) systems and provide support for platforms such as JustCall, Twilio, and Calendly, ensuring that our call center operations are streamlined and efficient.
• Identify and implement software solutions for training, scheduling, and optimization, continuously seeking ways to improve processes and workflows.

Staff Support and Management

• Act as a liaison between service product and analytical teams, facilitating communication and collaboration to ensure that patient inquiries and issues are resolved in a timely and effective manner.
• Oversee scheduling software for patients and representatives, ensuring that appointments are scheduled efficiently and that our call center team is adequately staffed to meet patient needs.
• Coordinate with other departments to ensure the timely resolution of patient inquiries and issues, providing general support to the call center team to ensure smooth operations and exceptional patient care.

Staff Support and Training

• Develop and manage staff schedules to ensure adequate coverage and optimize efficiency, taking into account the needs and preferences of our call center team members.
• Collaborate with team members to accommodate preferences and resolve personal issues, fostering a positive and supportive work environment that encourages growth and development.
• Manage staff assignments to meet productivity goals and assist in monitoring and tracking performance for improvement opportunities, providing feedback and coaching to help our team members achieve their full potential.
• Conduct comprehensive training for new hires and provide ongoing training for the Patient Services Team as needed, ensuring that our team members have the skills and knowledge required to deliver exceptional patient care and support.

Problem Solving and Analysis

• Troubleshoot technical issues and provide solutions or escalate as necessary, using strong problem-solving and analytical skills to identify the root cause of problems and develop effective solutions.
• Identify opportunities to improve call center processes and workflows, analyzing data to identify trends and patterns related to technical issues and suggesting improvements to optimize efficiency and productivity.

Calendar Management

• Implement out-of-office messages and manage other communication tools as needed, ensuring that our call center team is always available to support our patients and respond to their inquiries in a timely and effective manner.

Qualifications and Requirements

To be successful in this role, you will need:

• 3-5 years of proven experience managing a customer support team, preferably in a call center environment, with a strong track record of delivering exceptional customer service and support.
• Experience in both healthcare and technology sectors, with a deep understanding of the latest technologies and trends in these industries.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members to achieve their full potential.
• Proven experience in technical support, with a strong understanding of cloud computing platforms and technologies, including IVR systems and software applications such as JustCall, Twilio, and Calendly.
• Excellent verbal and written communication abilities, with strong customer service and conflict resolution skills, and the ability to communicate complex technical information in a clear and concise manner.
• Strong problem-solving, analytical, and decision-making skills, with attention to detail and the ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Reliable high-speed Wi-Fi and a personal laptop, with the ability to work remotely and flexibly to meet the needs of our call center team and patients.
• Availability weekdays between 8 AM to 4 PM Eastern Time/Central Time/Pacific Time, with the ability to work flexibly to meet the needs of our patients and call center team.

What We Offer

As a full-time member of our team, you will enjoy a range of benefits, including:

• Flexible hours and the ability to work remotely, with the freedom to choose your own schedule and work environment.
• Unlimited PTO, with the opportunity to take time off when you need it and recharge your batteries.
• Non-working holidays per country of residence, with the chance to celebrate your national holidays and spend time with loved ones.
• Referral bonuses, with the opportunity to earn rewards for referring friends and colleagues to join our team.
• Financial support for online courses, with the chance to develop your skills and knowledge and advance your career.
• A fun and casual work environment, with a dynamic and supportive team that is passionate about delivering exceptional patient care and support.
• Employee engagement activities and virtual gatherings, with the opportunity to connect with your colleagues and build meaningful relationships.
• We are a diverse, global team, with a strong commitment to inclusivity and diversity, and a passion for making a positive impact on the lives of our patients and communities.

Join Our Team

If you are a motivated and experienced customer service professional with a passion for technical support and team management, we encourage you to apply for this exciting opportunity to join our team at blithequark. With a strong commitment to innovation, patient care, and employee satisfaction, we offer a unique and rewarding work environment that is designed to help you thrive and grow. Apply now to take the first step towards an exciting and challenging career with blithequark!