Tech Support Team Lead – Top Remote Talent

Title of the Job: Tech Support Team Lead

Location: Vancouver, BC

Job Description: 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 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 systemsRequirements:● 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 decisionsAs a plus:● Familiarity with microservices architecture and B2B products● Familiarity with ITSM approachBenefits:● Competitive salary● Opportunity to work on a product with significant social impact● Join a flagship product team experiencing rapid growth#Li-remote

Company Name: Top Remote Talent

Salary:

Apply for the job!