Job details

Technical Operations Lead

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About the role:

We're seeking a highly skilled Technical Operations Lead to oversee our call center's technical support operations and provide essential support to our patient services team. This role requires a strong technical background, excellent problem-solving skills, and the ability to effectively communicate with both technical and non-technical individuals. The ideal candidate will be responsible for providing advanced technical support, training agents, optimizing technical support processes, and supporting staff scheduling and calendar management.

Seniority Level: Senior-level

Responsibilities:

Technical Support

Provide advanced technical support to frontline agents, resolving complex issues related to hardware, software, and network connectivity.
Troubleshoot and resolve escalated customer issues, working closely with engineering and development teams.
Stay up-to-date with the latest technologies and industry trends to provide effective solutions.
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

Assist in scheduling and managing agent shifts to ensure optimal coverage and efficiency.
Monitor agent performance and identify opportunities for improvement.
Collaborate with team leads and managers to address staffing needs and resolve scheduling conflicts.

Team Support and Training

Develop and deliver comprehensive technical training programs for call center agents.
Create and maintain knowledge base articles and documentation to assist agents in resolving common issues.
Coach and mentor agents to improve their technical skills and problem-solving abilities.

Process Improvement

Analyze technical support metrics to identify areas for improvement and implement solutions.
Collaborate with team leads and managers to optimize call center workflows and reduce resolution times.
Identify opportunities to automate tasks and streamline processes.

Calendar Management

Manage and maintain shared team calendars, ensuring accurate scheduling of appointments and meetings.
Coordinate with team members to resolve scheduling conflicts and optimize resource allocation.
Assist in implementing and managing out-of-office messages and other communication tools.

Qualifications:

Support Experience: 5+ years of experience in customer support or technical support roles.
Leadership Experience: 2+ years of experience in a management or team lead position, with the ability to inspire and motivate team members.
Strong technical background, including experience with JustCall, Twilio, Intercom, Mixpanel and Calendly platforms.
Experience in both healthcare and technology sectors.
Experience setting up and managing IVRs (Interactive Voice Response systems).
Previous experience in a customer service environment is preferred.
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