Tech Support Team Lead

23 Сентября

Партнерские Вакансии

Компания "ТРТ"

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 updаtеproduct 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
● 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 decisionsAs 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