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TECH SUPPORT TEAM LEAD

Brasilia - Distrito Federal

Descrição da oferta de emprego

Tech Support Team Lead - 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 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**As 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
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Detalhes da oferta

Empresa
  • Caderno Nacional
Localidade
Endereço
  • Indeterminado - Indeterminado
Data de publicação
  • 21/12/2024
Data de expiração
  • 21/03/2025
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