Supervisor, Technical Escalation

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!  

We are seeking a Supervisor, Technical Support Team to oversee, manage, lead, coach, and train team members, as well as be the first line of defense on 24/7 support team to take appropriate action toward resolving system and network problems as they occur. As a supervisor, you will investigate and respond to system and network issues while minimizing impact on customer service. You will enforce processes and procedures to escalate issues as required in 24/7 support environment. The Supervisor will make appropriate recommendations to agents on performance and opportunities for growth. This position will organize and direct daily activities regarding all call center operations that support OKR metric obtainment. You will also provide resources to support staff members to identify trends and gaps for individual and center wide enhancements.

What You’ll Do:

• Manage and direct daily activities of T2 agents
• Experience troubleshooting application processes.
• Database analysis tools.
• Customer service role supporting Multiple Platforms/ Products.
• Excellent verbal and written communication skills.
• Strong analytical/problem solving skills.
• Support Center/Call Center experience preferred.
• Own performance management of team members to include coaching.
• Conduct performance evaluations
• Identify training needs and ensure team members acquire the appropriate support and training to apply best practices
• Assist staff with establishing and attaining career development goals
• Monitor all aspects of Time & Attendance policy and address accordingly
• Recognize team members for excellence in performance
• Act as an information resource in answering team members questions
• Ensure timely and consistent follow up in resolving customer complaints/questions
• Establish and maintain professional relationships with internal/external customers and department contacts
• Know and support approved corporate and departmental compliance policy and procedures
• Liaison to support operations to provide feedback regarding operational improvements

What Success Looks Like…

In 3 months…

• Develop deep familiarity with Bamboo Health’s product, users, and key customers
• Comfortable learning all technology tools

In 6 months…

• Develop key relationships with your T2 staff
• Introduction into teams OKR’S[SB1] 

In 12 months…

• Drive competency throughout your team
• Ensure all OKR’s are being met or exceeded
• Solid knowledge of Confluence procedures

What You Need:

• 3-5 years of experience in customer support, with 1-2 years in a supervisory role. 
• Ability to inspire and support team members
• Excellent communication skills (written and oral) to build effective relationships with all levels of the organization
• Strong Time Management Skills
• Exceptional decision-making skills
• Capability to maintain professionalism under stressful situations
• A high level of judgment, analytical ability and creativity in investigating problems that require original and innovative solutions.
• Experience working a fast-paced, rapidly changing work environments. 
• A work environment that is conducive to high quality virtual interactions. This includes but is not limited to being able to work from a quiet space with minimal interruptions or distractions, and a strong internet connection.

 What You Get: