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Healthcare Technology Support Leader
Há 1 mês
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