Senior Manager, Tech Support

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

The Sr. Manager, Tech Support will manage a team of Technical Support Engineers who are responsible for providing intermediate to complex technical support, problem determination and resolution for a variety of platform issues. They should be able to apply troubleshooting methodology to real-world customer problems and functions. This role will interface with Engineering and Software Quality Assurance teams on customer impacting fixes and enhancements. This role includes providing leadership to the team's technical staff, managing case assignments and escalations, interfacing with Engineering on customer-impacting fixes and enhancements. 

Essential Duties and Responsibilities

• Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Ensure that direct reports have the resources information, and processes necessary to deliver effective technical solutions to our customers.
• Handle escalations from Tier 1/Tier 2 team including deeper troubleshooting of incidents, fault isolation, workaround implementation, and RFO (reason for outage) investigation, analysis, and reporting.
• Handle all customer escalations attending to corporate SLAs including working with clients to configure firewalls / routers and diagnose networking issues.
• Maintain relationships with customers and ensure timely communication, resolution, and proper follow-up to drive customer satisfaction.
• Reduce escalation volume by identifying training & product opportunities.
• Lead improvements by monitoring and developing dashboards to proactively monitor trends, customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
• Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
• Serve as a manager, mentor, knowledge resource, and escalation point for employees.
• Adhere to company policies, procedures, and hospital protocols, to ensure regulatory and compliance requirements are met; ensure documentation of all work performed is captured, including the ordering of parts.
• Promote initiatives to inspire high morale, employee retention and job satisfaction.
• Identifies opportunities and process improvement initiatives, event avoidance, strategy, training, tools/job aids that will help the team meet objectives.
• Directs the activities of product escalation, following an end-to-end management of technical issues that require Tier 2/3 attention until resolution.
• Work flexible hours providing 24/7 On-Call (if necessary) in support of Incident and Problem Management Process and or high severity product issues.
• Responsible for the KPIs & Reporting for all escalations daily, weekly, and monthly.
• Identify monthly trends and process improvement opportunities, working with key peers in Operations and Support to implement necessary solutions.
• Coordinate with other departments to resolve issues involving the Customer Service department.  Manage action items accordingly.
• Manage teams following Agile Development methodologies and best practices.
• Work as a Partner to the Business and IT Lines.

Qualifications Expected for Position

• Bachelor's degree, preferred.
• Must be able to travel up to 20% of the time to Offshore Call Center locations in Argentina, required.
• 5+ years of experience in technical support or related field
• 5 years Customer Service Management experience with an emphasis on managing a technical service group and/or software product, required.
• 5+ years SaaS Customer Service experience. Tier 1 and Tier Technical Experience, dealing with Customer Service, Technical Support, Network, IT and Development Operation Teams, required.
• Agile Development experience (Confluence and JIRA experience a plus)
• Technical aptitude with an ability to explain technical issues to various levels of management, required.
• Experience managing and coaching a team of Technical Support Engineers with a strong background in Customer Service and Technology.
• Proficiency in MS Excel and graphical presentation of data
• Knowledge of healthcare systems and