Healthcare Technology Support Leader

Há 1 mês


Lisboa, Lisboa, Portugal Top Remote Talent Tempo inteiro

Architect a World-Class Support Experience

The team of experts providing analytical services to healthcare clients is looking for a great, long-term Support Team Lead - Health-Tech. As a Support Team Lead, you will directly influence product strategy and user success by architecting and cultivating a world-class support experience for doctors using a flagship Chrome plugin.

Join an international team of first-class professionals who are passionate about creating products that improve the quality of medical services. You will work on a product with significant social impact and be part of a flagship product team experiencing rapid growth.

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

Benefits:

  • Competitive salary
  • Opportunity to work on a product with significant social impact
  • Join a flagship product team experiencing rapid growth


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